Research Triangle Park area, NC – September 9, 2003 – LiveWire Logic (Company
Profile, Past
Stories, Case
Studies), Inc. today announced a new white paper on the evolving role and technologies of customer self-service today. Examined are the best practices and
applications for the numerous tools and approaches for enhancing self-service in today’s growing online market.
“The Strategic Role of Customer Self-Service”(www.livewirelogic.com/cswhitepaper.jsp) compares the strengths and weaknesses of email, chat, phone, search and
automated agent approaches to help solve the growing need for enhanced customer service for a changing marketplace.
While companies continue to drive more of their business to their website, looking to increase revenues and lower costs, many consumers have been dissatisfied with the
online support provided to date. This is most evident in the rapidly growing eCommerce markets, such as Financial Services like, On-line Banking or Insurance,
telecommunications and Retail and Consumer markets are experiencing customer demand for better online service and support.
“We are in the early adoption stage for a new breed of technologies where customers can get the same level of service, day or night, from an automated agent, that they
were use to receiving from customer service representatives,” stated Michael Lough, CEO for LiveWire Logic, Inc. “These new, automated support agents provide all types of
sales and service needs for customers, 24 hours a day, everyday, with a high degree of accuracy for much less than previously possible.”
Even call center outsourcers are moving to this new technology where costs can be less expensive than outsourcing support overseas, where training and providing updates
are costly and time-consuming.
Fast Deployment for Quick ROI
Companies are finding they can design, build and deploy automated agents in weeks that can deliver highly accurate responses to online users. With constant updates and
training, agents are easily updated and maintained for consistent and accurate responses, to all levels of inquires.
Companies are experiencing 10X return on their investment within the first year from lower support costs – and decreases in their eCommerce purchase abandonment rates.
Automated agents can perform up-sell and cross-sell functions as well as service and support roles.
About RealDialog
Companies are enhancing their user experience with web-based self-service by employing automated RealDialog AgentÔ on their website, enabling any customer or
employee-facing site to automatically respond to questions with accurate and immediate answers.
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 are simple, even for non-programming personnel, employing drag and drop and
automated authoring functionality.
About LiveWire Logic
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.
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