Posted tagged ‘virtual assistant’

IntelliResponse: One Right Answer for Web Self-Service Questions

March 17, 2008

I receive a lot of requests for briefings from emerging customer support software vendors, and a recent request from IntelliResponse caught my attention because of this line:  “Our unique competitive differentiation is our ‘One Right Answer’ approach, versus all of our competitors who utilize search based paradigms.” Because of the huge popularity of Google, many vendors in this space are creating a ‘Google-like’ search experience, which is great when you are researching a topic, but not so good when you have a specific question or problem and need the One Right Answer, not a scrolling page of thousands of possibilities.

IntelliResponse, a 100% SaaS vendor, has around 100 customers and nearly twice as many deployments, but their focus has been higher education and financial services, with reference accounts including TD Canada Trust, ING Direct, American Express, Scotiabank, Ohio State, and Penn State University. After receiving inquiries from many high tech companies, IntelliResponse is now bringing their solution to our industry, with a commitment I think many tech companies will find attractive: Go live in 60 days and deliver one right answer to at least 80% of visitor questions. (more…)