How can an enterprise provide ASP FAQ Help Desk Software information to customers quickly and effectively while reducing operating costs?

"Business can radically decrease the cost of customer service through the strategic deployment of self-service technologies."
- Gartner

Today's online customers have come to expect immediate answers to their questions and the fast resolution of transactional problems. Should they not receive these, they'll leave your website, for the competition is only a mouse click away.

Dacon Software has developed Live CSR Host ASP FAQ Help Desk Software "Assist", a new generation of "smart" self-service technologies that helps resolve customer issues on first contact. These technologies are more than simple FAQ's and include an intelligent search engine, natural language processing and collaborative capabilities.

Live CSR Host Assist guides customers to precisely the information they need, quickly and effectively, without requiring a customer service representative (CSR). Its friendly interface lets customers enter questions in plain English. Questions are analyzed and categorized, then mapped to predefined answers that the system regards as most accurate. Live CSR Host Assist's adaptive knowledge base then displays this information on the customer's screen.

Live CSR Host Assist can query the customer regarding the level of helpfulness of a response. If the customer rates the answer as poor, the customer can elect to contact a live CSR or schedule a telephone callback. Customers' questions will not go unanswered, nor issues unresolved. And the system will learn, so that the next time a question is asked or an issue raised, the accuracy of a correct response will become increasingly greater.

With Live CSR Host Assist, electronic messaging becomes another means of reaching customers and maintaining their loyalty. And having customers serviced in an automated environment significantly reduces labor costs, providing rapid return on investment.

Live CSR Host Assist is part of Live CSR Host's Enterprise Interaction Suite (EIS), developed to help enterprises better manage their customer interactions and provide enhanced online customer service. EIS is available as a licensed product or as an ASP service. Other components of EIS include Live CSR Host Collaboration (live collaborative chat), Live CSR Host Email, Live CSR Host Telephony, Live CSR Host VoIP (Voice over Internet Protocol) and Live CSR Host Wireless.

Live CSR FAQ Assist Features

Customer FAQ Assist Features

• Web HTML Interface. Fully customizable HTML web interface enables customers to ask questions and to review returned responses.

FAQ Administrative Features

• Adaptive Knowledge Base. Manages and stores business process categories and natural language processing models. The knowledge base learns from each customer inquiry and response.

• Relevance Rating. Confidence ratings can be displayed on the HTML customer interface as a percentage value reflecting how closely the system's adaptive knowledge base matches an incoming message. Higher scores indicate better matches.

• Threshold Value. The adaptive knowledge base displays answers that receive a relevence rating that meets or exceeds a threshold value established by the system administrator.

• Explicit Rating. Determines whether the feedback supplied by the system was applicable. Enables learning and adaptation in real-time. Provides more accurate results with less programming and maintenance.

CSR FAQ Features

• CSR Assist. Can serve as a resource to CSRs when serving customers. CSR ratings can be fed back into the adaptive knowledge base for real-time system learning.

Enterprise Interaction Platform Features

• Artificial Intelligence Engine. Provides natural language processing technology to automatically and correctly identify inquiry topics in order to elicit immediate answers with little or no CSR intervention required.

• Enterprise Report Manager. Allows business managers and administrators to create, manage and view reports from interaction data stored in the database. Interaction summaries by channel, CSR productivity, and overall system usage are examples of reports available.

Enterprise Application Integration Features

• Application Program Interfaces (APIs). A comprehensive set of programming interfaces that allows third-party applications to integrate into the interaction platform.

• Customizable HTML Interface for Customers. Seamlessly integrates web-based customer service into website by preserving the look and feel of existing webpages.