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IDOL Answer

Customers submitting their questions online expect the same level of service they would receive in person, but manual approaches simply cannot cope with the prolific amount of requests generated every day in areas as diverse as the help- desk, corporate affairs and investor relations. IDOL Answer is a module from Autonomy that automatically understands and responds to the majority of online queries, allowing experts or help-desk staff to focus only on those questions which have not been answered before or which require special attention. Using IDOL Answer, you can ensure that your customers and employees receive the most relevant responses and cut costs by reducing the need for labor-intensive, manual processing of common inquiries.

Autonomy's Natural Language Processing (NLP) technology and conceptual understanding of all forms of information enable IDOL Answer to extract the essence of each and every question, whatever language or slang is used, and retrieve the most conceptually relevant answer from a database of approved responses. The underlying algorithms within IDOL Answer function independently of linguistic restraints, giving Autonomy's software universal application possibilities, anywhere in the world. Questions that cannot be answered automatically by the system within a specified confidence interval, or that contain questions or concepts which need to be handled by an expert, can be automatically routed to a specialist selected through IDOL's conceptual analysis or directed to an administrator who can manually decide which expert should handle the enquiry.

Administrators of IDOL Answer have access to previous Autonomy Answer email server polls email server responses and any outstanding questions via a single for incoming queries intuitive interface. Using this interface, experts are able to add, modify and delete questions and answers and replies to questions via email navigate through questions and answers based on:

Predefined categories of questions and answers populated automatically Users send questions to
Automatic hyperlinks to similar questions or answers the Autonomy Answer
Experts' profiles built automatically by the system service by email
Restricted fields: answered or unanswered, date of submission / modification
Natural-language query

As well as being able to send questions to the system via email, customers can also browse answered questions using a web-based retrieval tool. In addition, Autonomy's IDOL desktop can be used to prompt help-desk operators with suitable related answers as soon as new questions arrive on screen.

Benefits

Decrease Response Times
Increase Response Accuracy
Automate Response Routing
Leverage Expertise
Facilitate Learning
Increase Security
Audit Customer Interaction in Order to Provide Continual Improvement
Further Reference: PDF Icon IDOL Answer Product Brief

This is a selection of our forthcoming events, please visit our seminars page for more information.

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This is a small selection of the Autonomy case studies available, please visit our publications site at http://publications.autonomy.com/ for more information.

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