Accelerate agent performance with every answer
Maximize agent performance with a suite of next-generation knowledge tools that increases the value of your CRM investment. Our knowledge automation solution for agents understands the context and intent of service enquiries, arriving to solutions faster, more accurately and with more confidence than ever before.
Prescience™ for Contact Centre
The intelligent answer for smart customer service
Built for today’s contact centres, Transversal supercharges agent desktops with automated intelligence to eliminate time-consuming research. Prescience™ for Contact Centre is a modern approach to the digital customer service workplace that leverages cognitive technologies to understand customer intent, dynamically anticipate next questions, and empower agents to put the extra into ordinary customer service.Download our datasheet
We have observed direct proof that the use of tools such as semantic search engines tied to well-curated knowledge repositories can accelerate time to answer queries by 80%. A more common change is 20%, and both response times are dramatic. One of the most profound reasons for enterprises to address KM is the impact of fast retrieval of the right information for customer satisfaction. Gartner has seen an average 12% increase in customer satisfaction on post engagement surveys.Knowledge Management Will Transform CRM Customer Service – July 2015
An entirely new way to interact with knowledge
Predictions anticipate what agents need from the moment they begin entering text into a service request form, or by contextually understanding information in a chat or email response. It is very similar to how the human mind works; we begin to process what people are asking us before they have even finished their sentence. This simple but intuitive function eliminates unnecessary research, increases knowledge usage, and naturally reduces the effort for everyday agent tasks.
Up to 28% increase in CSR productivity
Smart enough to predict the future
We realize customers ask more than one question. In fact, the majority of service experiences naturally require some type of interactive human dialogue and that is hard to imitate with technology. With Smart Links, we are able anticipate additional knowledge articles and closely mimic a person’s ‘train of thought’. In many cases these are questions that customers typically ask next. This provides a truly engaging service experience that dramatically improves first contact closures and minimizes callbacks for follow-up questions.
Up to 18% increase in first contact closures
Flexibility built in
In order to maximize the business value of cognitive knowledge these technologies must be accessible to your agents directly within their CRM desktops, chat tools, or speciality business applications that are used on a daily basis. The Prescience™ API provides direct, programmatic access to all of the Prescience™ capabilities, such as predictions, Memory Engine and Smart Links. This enables our built-in cognitive functions to be integrated directly into any desktop solution, mobile app or third-party application, to deliver mission critical intelligence when and where it is needed. Below are few examples of the technology partners using Transversal to connect people to knowledge.
- CRM Integration Examples
- SAP Cloud for Customer
- Salesforce Service Cloud
Ask the right questions. Deliver the right answers
Providing intuitive diagnostics to help your workforce consistently troubleshoot customer problems sounds too good to be true. Decision Trees are interactive, step-by-step wizards to guide agents through a series of questions and answers to help them diagnose difficult problems. Graphically design consistent troubleshooting procedures for your agents or model lines of questions to help staff pinpoint what they need. Now you can create the playbook for delivering amazing customer service.
Be the first to know when something comes up
Do you need to know the hot issues that are emerging so you can insulate your contact centre with up-to-the minute knowledge? Trend Watch monitors digital sources in real time to warn you of escalating activities. Rather than having to configure or define what to monitor for, Trend Watch automatically clusters source data into themes, identifies abnormal trends and immediately sends out alerts when certain thresholds are reached. This provides contact centre managers and knowledge workers with early and actionable insight into service issues they may need to respond to. All you need to do is configure the alert levels and let Trend Watch take care of the rest.
Redefine agent performance without all the old school heavy lifting
Behind every exceptional service experience is a truly great technology enabling incredible things to come together. Prescience™ is Transversal's cognitive technology platform for next-generation knowledge solutions and it is changing the way companies ensure customer loyalty and drive significant revenue for their business.
Unlock the potential of a cognitive contact centre
Understand the intent and context of service inquiries to eliminate time consuming research.
Anticipate the answers agents need and predict what questions customers might ask next.
Provide agents with intelligent suggestions as they are filling in case information.
Automatically predict related content for what agents might be asked or need next.
Monitor digital sources to identify emerging issues and insulate contact centres from the unexpected.
Improve knowledge through continued use. More intelligent customer service - less administration.
Enable agents to rate the effectiveness and quality of important knowledge content.
Get real-time, actionable metrics on knowledge use, trending topics, and quality/content gaps.
Provide complete control from security to content curation to manage the entire knowledge life cycle.
Achieve new levels of agent performance
reduction in talk time for support centres
increase in first contact resolutions
increase in CSR productivity
increase in customer satisfaction
reduction in training for new CSR staff
Now that we have the Transversal solution, it’s much easier for our agents to find information for the customer. Quicker calls, quicker emails. We have taken something like 20% off of our contact ratios.Head of Customer Service
Explore the advantages of our cognitive knowledge offerings
Prescience™ for Self-Service
Learn how Prescience™ can ensure customer success with knowledge automation technologies.Explore prescience for Self-service
Make our experience and passion for knowledge automation your competitive advantage.Explore our Services
Prescience: knowledge of things before they exist or happen; The knowledge platform of the future.Discover the power of Prescience™