IntelliResponse Systems, the leading provider of virtual agent technology solutions for the enterprise, is pleased to announce the addition of its 150th enterprise customer, bringing the total number of customer-facing deployments of IntelliResponse Virtual Agents to more than 365.
With its patented one right answer approach, the IntelliResponse Virtual Agent software platform delivers a single, accurate, and approved answer to self-service questions posed across a wide array of customer interaction channels, including corporate websites, voice and text enabled mobile applications, social media platforms like Facebook, and agent desktop environments. The result is the delivery of profitable online conversations for a growing list of enterprise clientele that now numbers 150.
“Consumers have come to expect that organizations deliver a consistent, “Siri”-like self-service experience across all support channels,” explains David Lloyd, CEO of IntelliResponse. “Among the large enterprises and leading public institutions we speak with every day, we’ve seen an accelerated adoption of online self-service strategies, particularly in the mobile and social channels. As more and more customer interactions originate online, we continue to enjoy unprecedented demand for our patented approach to delivering Virtual Agent technology to the enterprise.”
Virtual agents represent a rapidly growing market that spans a wide range of industries, and Gartner Research predicts that by 2015, 50% of online customer self-service search activities will be conducted by virtual assistant software. IntelliResponse’s industry-leading number of customer deployments demonstrates that enterprise corporations are seeing significant value added from virtual agents to their overall customer service program.
“In terms of industries, we’re seeing significant interest from B2C enterprises like banks, credit unions, P&C insurers, utilities, ecommerce, and retail organizations,” said Mike Hennessy, Vice President, Marketing at IntelliResponse. “From a customer service perspective, the major challenge these organizations face is finding a way to efficiently deliver an outstanding self-service experience across all their interaction channels and geographic locations, in the language of their customer’s preference. These are the challenges we continually help organizations overcome, and reflecting back on over 365 live customer-facing deployments, we’ve built one of the most knowledgeable and capable team of experts in the industry.”
Some of the world’s most recognized corporate brands and public institutions trust their multi-channel self-service needs to IntelliResponse, including Budget, Virgin HealthMiles, CIBC Bank, Copa Airlines, ING Direct, Kobo Books, Progress Energy, Penn State University, Stanford University, and Yale University.
1 Gartner Research (2012). “Predicts 2012: CRM Customer Service and Support Staggers into the Posthuman Age.” http://www.gartner.com/it/page.jsp?id=1929014
