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RealDialog Gaining Market Acceptance

Company lands contracts in four key markets


Research Triangle Park area, NC – January 7, 2003 – LiveWire Logic, Inc. today announced the company has signed four new customers since launching RealDialogÔ in September 2002. RealDialog, the industry’s only customer self-service solution with an automated agent capable of engaging customers in a web-based, interactive dialog to more accurately provide answers, will be deployed across four key markets – retail, financial services, consumer products and outsourced customer/technical support.

RealDialog will be used by the new customers as follows;
-       Retail eCommerce site: RealDialog will be the first automated agent employed on a large consumer retail site for one of the world’s largest electronic retail companies, providing product and service information to users.
-       Financial Services: Customer Service Representatives will use a RealDialog Agent to provide consistent answers to customer questions. Further use will include being deployed on an external website for web-based customer self-service.
-       Consumer Products: A RealDialog Agent will answer questions regarding a line of consumer products for customers and channel partners on their product website.  
-       Outsourced Customer Support Center: A RealDialog Agent assists users in completing registration forms and answering questions regarding the services and processes for a major technical support center for Fortune 1000 companies, including Symantec Corporation, Microsoft, 3Com, CNET, ZDNet, Sprint Communications and Expertcity.

“We are thrilled to be delivering our solution with enterprise-class customers to improve their customer service offerings,” stated Bill Warner, CEO and President of LiveWire Logic. “Our ability to interact with a user to understand the users’ request and deliver a single, accurate answer is unique in this market. Our unlimited scalability, and easy to design and maintain approach enables us to deliver this solution on a very broad scale to companies looking to provide quality customer service.”

Automated Agent Use Rising
Companies are enhancing their user experience with web-based self-service by employing automated agents on their website, enabling any customer or employee-facing site to automatically respond to questions with accurate and immediate answers. Use of automated agents is expected to continue to rise, as companies look to improve their customer service offering, while lowering the cost structure of their support organization.
“By conducting dialog with customers, virtual agent technologies can more quickly identify customers' problems and therefore provide appropriate solutions faster than traditional search interfaces," stated Timothy Hickernell, Senior Program Director, Web and Collaboration Strategies, META Group. "By capturing this dialog, virtual agent technologies can record important self-service interactions that traditionally go unrecorded, and forward this contextual dialog to customer service personnel when escalation is required, significantly improving overall customer satisfaction with service inquiries.”
RealDialog Agents can accurately answer the majority of Tier 1 questions, reducing stress on all support touch points and greatly lowering the cost structure of customer support and call centers, while significantly improving customer satisfaction. With human-like conversations, RealDialog Agents provide an engaging, friendly customer service touch point.

RealDialog provides the most cost-effective approach to online self-service with a product that approaches the effectiveness of human-assisted services. Deployment is quick, providing a rapid return on investment. Design, maintenance, and administration is simple, even for non-programming personnel, employing drag and drop and automated authoring functionality.

RealDialog and RealDialog Agents provide:
·       Cost effective self-service solution for improved support and operating efficiency.
o       Reduction in support email and phone call volumes.
o       More efficient use of Customer Service Representatives.
o       Leverage of existing website and IT investments.
·       Improved customer satisfaction by providing a single, accurate response to user inquiries.
·       Fast implementation for quick payback.
·       More efficient online processes, generating higher completion rates.
·       Insight into customer requirements to improve customer retention.
·       Unmatched ease of maintenance for long-term Return on Investment.


About RealDialog
RealDialog is the key product and technology created by LiveWire Logic, a privately held company located in Research Triangle Park Area of North Carolina.  Dr. James Lester, a renowned research scientist in computational linguistics, and key members of his research team, founded the company in 2000. The founding team specializes in intelligent virtual agents and computational linguistics, and is recognized as leaders in advanced artificial intelligence research. More information is available at www.realdialog.com.


RealDialog and RealDialog Agent are trademarks of LiveWire Logic, Inc. All other products, brands and marks are the property of their respective owners.


 
Editorial Contact:
Michael Lough
LiveWire Logic
919-234-2163
michael.lough@livewirelogic.com
 
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