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RealDialog Self-Service Solution of Choice for Outsourced Technical Support Firm

Tech24.com first to implement RealDialog Agent using Computational Linguistic to provide most accurate response to customer queries


Research Triangle Park area, NC - September 9, 2002 - LiveWire Logic, Inc. today announced the first implementation of RealDialogÔ, www.realdialog.com, the industry's first and only customer self-service solution with an automated agent capable of engaging customers in a web-based dialog to more accurately provide answers, into an outsourced call center. Tech24.com, a leading provider of web-based technical support, helping customers resolve their computer problems and questions successfully while maintaining strong skills and low costs, has chosen to implement a RealDialog AgentÔ as an integrated part of their solution offering.

To enhance the user experience with web-based self-service, RealDialog employs a RealDialog AgentÔ, enabling any customer or employee-facing Web site to automatically respond to end user questions with accurate and immediate answers. A RealDialog Agent is an automated customer service agent that enables any customer or employee-facing Web site to automatically respond to end user questions with immediate and accurate answers, as well as lead users through a defined web-based process.

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.

Tech24 will deploy two RealDialog Agents on their website. RealDialog Agents will;
·       guide customers to information in the Self Help area of their website, answering inquires directly from users, providing links to vendor support hardware and software, including drivers and downloads, technical support and articles, software updates, security fixes and more, and
·       answer common questions about Tech24.com's Registration process, including security concerns, policies and procedures, pricing policy and provide assistance to users as they progress through the process.

"By integrating the RealDialog Agent and technology with our current services offering, we expect to see higher conversion ratios on our Registration process and improved customer experience and satisfaction ratings overall," stated Kirkland Desmond, Founder & CEO of Tech24.com. "The ability of this technology to deliver immediate, accurate customer care answers and to guide users through our registration process and self help section will dramatically increase our customer care stats while maintaining our low cost business model."


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

Together, RealDialog and Tech24.com can provide:
·       A single, accurate response to user inquiries, improving customer satisfaction.
·       Faster, more efficient registration process generating higher completion rates.
·       Most cost effective self-service solution for improved operating efficiency.
·       Fast implementation for quick payback.
·       Insight into customer interest to improve customer retention.
·       Unmatched ease of maintenance for long-term Return on Investment.


"We are thrilled to be working with Tech24.com on providing their users with an automated, customer self-service solution," stated Bill Warner, CEO and President of LiveWire Logic. "Our ability 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 with customers like Tech24.com."

About Tech24
Founded in 1999, Tech24.com is the leading provider of web-based technical and customer support solutions. Tech24 technicians conduct a live text chat with customers and can quickly escalate to employ screen-sharing technology via a secure communication architecture. This allows technicians to securely view and effectively fix a customer's computer simply by sharing the mouse and keyboard remotely.
           
Tech24.com's clients include Symantec Corporation, Microsoft, 3Com, CNET, ZDNet, Sprint Communications and Expertcity. Headquarters for Tech24 is in Tampa, Florida. For more information on Tech24, visit www.tech24.com

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.


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