NativeMinds Brings Virtual Reps into the Frontline Of Web Customer Service with Debut of NeuroServer 3.0
Automated online service agents able to give precise, relevant answers and handle thousands of simultaneous conversations with online customers
San Francisco, CA - 2001-04-16 - They say talk is cheap, unless you're talking to a live customer service representative. With rising contact center costs, as high as $33 per call and $10 per e-mail according to Forrester Research, more companies are turning to the Web to provide 24x7 customer self-service options. NativeMinds Inc., today unveiled NeuroServer® 3.0, the latest release of its software suite for creating virtual online customer service representatives, or vRepsTM. Companies such as Ford, GlaxoSmithKline, Nissan and Oracle are putting NativeMinds vReps to work to enhance customer service, increase sales, and deflect costly phone calls and e-mails by automatically answering high-volume questions online.
Unlike traditional natural language search engines that scan Web sites and return long lists of results, NeuroServer 3.0 enables virtual service agents to gauge customers' questions based on question type, tone, and customer history, and answer precisely with highly accurate, personalized replies that also further a company's business objectives. These capabilities enable vReps to handle relatively complex questions such as, "What does my insurance policy cover?" or "How do I open a checking account?"
vReps can be deployed in any environment where fast, online access to relevant information is required. For example, Nissan is deploying a NativeMinds vRep as part of a strategic initiative to increase the efficiency of its call center customer service representatives. The Nissan vRep will provide fast answers to call center agents fielding customer questions via phone.
"Nissan's corporate customer service initiative focuses on the fusion of advanced technology and design for human benefit," said Lupe Jaramillo, manager of consumer affairs at Nissan. "In that regard, NeuroServer 3.0 fits perfectly into our infrastructure. The new functionality will help us streamline operations within our call center and deliver a better service experience to Nissan customers."
Making Web Self-Service Smarter
"The adoption of Web-based self-service will increase if businesses can marry the cost savings inherent in self-service with the value of a personalized interaction," said Chris Martins, research director, CRM, at Aberdeen Group. "With the strengths of the NativeMinds 3.0 release, vRep-based self-service now has the capabilities to move toward becoming the primary Web-based interaction manager for an organization, responding with text, Web pages, transaction data, or a transfer to assisted care via telephone or e-mail."
New features in NeuroServer 3.0 enhance the Web self-service experience, including the ability for vReps to suggest other conversation topics related to the customer's initial line of questioning. NeuroServer also provides extensive customer intelligence capabilities that allow businesses to analyze vRep conversation data.
The reporting capabilities track vRep usage metrics, capturing valuable customer information including conversation topic popularity, duration, and percentage of repeat customers. Companies can also measure a vRep's response accuracy as well as statistics on when questions need to be escalated to higher-level customer service channels such as e-mail and live chat. This data enables companies to continually improve the vRep's performance, provide more effective online service, and increase customer retention rates.
Self-Service for High-Traffic Web Sites
Designed and tested to meet the demands of high-traffic Web sites, NeuroServer 3.0 delivers greater than twice the performance of the previous release. In addition, NeuroServer 3.0 allows virtual representatives to manage thousands of simultaneous conversations across multiple servers and maintain continuous conversation threads in the event of unforeseen hardware failures.
NeuroServer's ability to integrate with leading customer relationship management (CRM) systems enables vReps to answer questions based on information that might be stored in a range of databases, order tracking systems and CRM and e-commerce systems. Integration with popular search technologies from leading vendors also enables vReps to quickly respond to research-type questions that require broader responses in the form of a multiple Web pages. By making these integrations transparent to the customer, self-service vReps are able to manage and field a large percentage of customer inquiries that free up live agents to handle higher-level service tasks.
Unlike natural-language question and answer services that are primarily only offered in hosted options, NeuroServer 3.0 is a complete on-premise development and serving environment that allows companies to easily develop their own self-service initiatives and maintain complete control of their proprietary corporate data.
"Fast, low-cost resolution to customers' questions, extensive scalability and the ability for corporations to leverage and maintain control of existing internal data are the reasons that Fortune 1000 customers like Nissan and Oracle have adopted NativeMinds' self-service interaction management strategy," said Walter Tackett, chief executive officer and co-founder of NativeMinds. "NeuroServer 3.0 is designed to support the rigorous needs of our Fortune 1000 customers moving to their second generation online customer support and commerce initiatives."
Pricing and Availability
NeuroServer 3.0 is available immediately. NativeMinds offers several different pricing options and payment plans to suit the needs of its enterprise customers. To talk with a vRep and experience these new features, visit Nicole at www.nativeminds.com. For more information about pricing, contact NativeMinds sales department at 800-968-1002 or sales@nativeminds.com.
About NativeMinds NativeMinds is a pioneer in the development of self-service interaction management software that builds and maintains automated online customer service and support agents called vReps. Created with NativeMinds' flagship product NeuroServer, vReps answer customer questions via two-way, conversational dialog and rules-based display of relevant content from pre-existing information sources including Web site search, CRM knowledgebases, and customer-facing databases. vReps enhance the customer experience and lower support costs by emulating live customer service representatives to deflect inquiries from higher support channels such as phone and e-mail. Leading customers of NativeMinds' vRep solutions include Nissan Motor Co., Ford Motor Company, The Coca-Cola Company, Oracle, Convergys, One 2 One (Deutsche Telekom), Misys and GlaxoSmithKline. NativeMinds is a privately held corporation based in San Francisco. For more information and to talk to a vRep, visit www.nativeminds.com.
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