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Astute Solutions, a provider of Web and contact center software solutions, recently introduced the latest addition -- RealDialog 6.0 -- to its powerful customer service boosting tools that include customer relationship management, knowledge management and social CRM software.

The contact center software delivered by Astute Solutions enables consistent, accurate and complete discovery and service experiences. Through advanced processes involving automation, agent guidance, and voice of the customer reporting, the software helps organizations across different industry verticals deliver multi-channel customer experience.

A special feature of the latest contact center software RealDialog 6.0 is the proprietary machine learning techniques that allow the system to learn from previous interactions and queries. These findings are presented to content authors within the company in an easy to use authoring interface to allow relevant content maintenance and development. 

The benefit of this approach is that users can develop content based on their needs at each channel of communication.

RealDialog also provides a patented natural language processing engine that allows users to easily find the information they need – with results achieving up to 99 percent accuracy, the company claims. The software is being utilized in contact centers on Facebook (News - Alert), public websites and internal company portals.

Users can also pose questions in their own words. The software can detect even the slightest distinction in questions posed, including word order and various word definitions according to context.

RealDialog 6.0 includes new capabilities including multilingual conversational abilities, mobile integration and machine learning techniques powered by natural language processing.

The contact center software is deployed via Amazon cloud allowing information to be safely stored in the cloud for future retrieval and secure storage, providing peace of mind to organizations that rely heavily on data. Users are able to take advantage of the flexibility, scalability, and security that comes with a SaaS (News - Alert) solution, the company said.

Versioning, another feature in the new contact center software, allows companies to easily manage information for regulatory and legal compliance. It provides an added security measure, particularly for companies that must track the information that has been given to customers – pharmaceutical, manufacturing and financial-related industries are among those that stand to gain the most from tracking previous conversations and information.