Call Center Management Feature Article
March 22, 2013
Call Center Corp Intros Call Center Software with Natural Language Processing for Multiple Channels
By Rajani Baburajan, TMCnet Contributor
the Call Center Corp, a provider of call center software and technologies, has launched AnswerClick, a call center technology that combines a knowledgebase with a semantic database and inference engine, to the U.S. market. AnswerClick, powered by Coginov, features a powerful API that enables users to ask questions in natural language to a virtual call center agent directly on a company website and receive pre-determined, guided answers from the knowledgebase.
The AnswerClick APIs can also be integrated with multi-channel communications platforms. Chat, e-mail, social media or SMS can be integrated to AnswerClick. The call center software platform can even help to detect and route these channels based upon the sentiment analysis engine.
Giving clients the right answer every time via multiple channels of data is a real game changer for companies, the company said. The solution significantly reduces chat time and thus helps companies cut expenses on employees.
The API also allows agents to train the system for what the right answer is. In the long term, this helps in the creation of a sustainable response system that goes way beyond the standard FAQs and knowledgebase, say company officials.
"Call Centers have long been managing structured data but they have yet to have been able to apply knowledge to the information that feeds back through the center in unstructured formats,” said Steve Bederman (News - Alert), CEO of the Call Center Corp, in a statement.
Bederman further said, “Sure some companies to categorize and send emails or chats based upon certain keywords to the right group of agents, but I have yet to see any product that can take notes, email bodies or even social media, and read it then deliver an actionable response."
AnswerClick API is not just a usual key word search; it’s a “natural language processing for the multi-media generation,” Bederman said.
Edited by Amanda Ciccatelli