Ensure customer success with every self-service experience
Transform the way your customers interact with the next generation of self-service. Our knowledge automation solutions for customers provide a more natural and rewarding way for people to obtain self-service across all channels and devices.
Prescience™ for Self-Service
Transversal goes beyond enabling customers to find answers online. Prescience for Self-Service is a new generation of self-service solution that leverages cognitive technologies to understand human context, anticipate future dialog, and dramatically improve the self-service experience.
Delight your customers with an online experience where the answers find them at their moment of need.
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Organizations will look at ways to reduce the manual overhead of knowledge management. They will explore cognitive engagement solutions — interactive computing systems that use artificial intelligence to collect information, automatically build models of understanding and inference, and communicate in natural ways.
Trends 2015 - The Future of Customer Service
Automatic SEO
Know where your customer's self-service journey begins
Enabling customers to quickly and easily find answers to their own questions is the key to delivering superior online experiences. We developed a way to improve the natural findability of your corporate knowledge and made it so simple, the answers you provide for your customers practically find them. With Automatic SEO, your knowledge is instantly optimized so that Google, Yahoo or Bing can spider your public knowledgebase content, enabling customers to find relevant answers through their favourite search engines. The result is an improved self-service journey for your customers and increased traffic to your website.
Up to 35% increase in support site traffic from SEO
Smart Links
Anticipate what customers are likely to ask you next
Smart Links understand the context of customer enquiries and predicts what people are likely to ask next in real-time. Even simple problems can be difficult to resolve with a single enquiry and often people will have follow-up questions. 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 to anticipate additional knowledge articles and closely mimic a person’s ‘train of thought’. This provides a truly engaging self-service journey that dramatically improves customer success and provides a unique interactive experience across all devices.
Memory Engine™
Understanding the customers' question is half the answer
Searching for answers has never been easier. Our patented Memory Engine™ technology stores and recalls information in the same way the human brain thinks. For example, customers can type “problems with mountain lion” and Prescience for Self-Service will show you the most popular articles related to Mac OSX 10.8 issues, rather than blindly returning anything that contains mountain lions. Our Memory Engine™ technology understands intent and context to determine results that are 'about' the subject/theme being explored, even if the words in the article don't match any of the words in the query. Unlike frustrating keyword search, our Memory Engine™ understands questions and solves problems the way a human does. It’s truly a better way to deliver smarter self-service.
Up to 2X increase in online resolution rates
Over 10 million answers delivered every month
Trend Watch
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 business 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 business managers and knowledge workers with early, 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.
Achieve new levels of customer success
faster answers
reduction in customer support costs
increase in online resolution rates
increase in customer satisfaction
decrease in support escalations
For us, a reduction in unnecessary call volume provides agents with time for more complex queries which they can deal with more efficiently; it's a genuine 'win-win' for customers and our business alike.
Channel Development Manager, E-Business
Explore the advantages of our cognitive knowledge offerings
Prescience™ for Contact Centre
See how Prescience™ improves agent productivity through knowledge automation technologies.
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Knowledge Services
Make our experience and passion for knowledge automation your competitive advantage.
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Prescience™ Technologies
Prescience: knowledge of things before they exist or happen; The knowledge platform of the future.
Discover the power of Prescience™How Prescience™ works
Prescience™ works in the same way as humans process knowledge. Built on a mature enterprise-cloud foundation, Prescience™ is engineered to work more intuitively and more naturally to understand, reason and deliver answers extending human expertise. It is designed to be easy to manage and flexible enough to fully integrate into your existing applications. The Prescience™ platform comes with an amazing collection of cognitive knowledge functions that you can use to make CRM applications helpful, HR systems more intuitive and your smartphone apps even smarter.
We have developed the new standard in knowledge automation technologies. There are three core tenets of Prescience™ which together are the keys to unlocking how people access and acquire knowledge. To better appreciate how Prescience™ works you will need to experience how it...
Understands
Understands the nuances in how customers ask questions and search for answers.
Anticipates
Anticipates the answers your customers need and predict what they might ask next.
Predictions
Provide customers with intelligent suggestions before they finish typing.
Smart Links
Automatically predicts related content for what customers might ask/need next.
Trend Watch
Monitor digital sources to identify emerging customer issues and insulate you from the unexpected.
Improves
Improves knowledge through continued use - more intelligent services, less administration.
Knowledge Feedback
Enable customers to rate the effectiveness and quality of your knowledge content.
Knowledge Insight
Get real-time, actionable metrics on knowledge use, trending topics, and quality/content gaps.
Knowledge Admin
Gives you complete control from security to content curation to manage the entire knowledge lifecycle.