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RealDialog First Public Demonstration Slated for International Customer Service Association Show in Chicago

RealDialog Agent technology to be displayed and presented during


September 18, 2002 - Research Triangle Park area, NC - LiveWire Logic, Inc. today announced the initial public demonstration of RealDialog, the industry's first and only customer self-service solution to deliver an automated agent capable of engaging customers in a web-based dialog to more accurately provide answers. RealDialog is the first customer self-service solution to use computational linguistics at its core to immediately parse user questions and understand the intent of a users' request, resulting in much greater accuracy of response.

RealDialog will be demonstrated in the LiveWire Logic booth during show hours of the ICSAnet 2002 show, being held in Chicago, September 22-24, 2002. A LiveWire Logic presentation and demo of the technology is scheduled for the close of the show on Tuesday, Sept. 24 beginning at 4:45 pm CST.

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 and answer end user questions optimizing the user self-service experience and turning websites into a friendly source of information.

With drag-and-drop authoring and maintenance, RealDialog is quick to deploy and easy to maintain, greatly lowering the cost structure of customer support and call centers and reducing stress on all support touch points, while significantly improving customer satisfaction.

"When customer service professionals see the capabilities of our technology, they immediately see the value it can bring to their organization," stated Bill Warner, President and CEO for LiveWire Logic. "The dialog capability of our automated agents sets us apart from any other solution on the market. This product represents the next generation of automated agents and sets the standard for web-based self-service."

The Difference is the Dialog Capabilities
With text-based dialogs approaching human-like conversations, RealDialog Agents provide an engaging, friendly customer service touch point. The RealDialog Engine is extendable to all touch points, including email, voice, or text, enabling companies to have a single knowledge base supporting all their self-service channels. While RealDialog provides the most accurate responses in the market today, it is easy to continually improve its' accuracy and expand its knowledge through its learning capability.

According to META Group, a leading industry analyst firm, the most important attribute of virtual agent technology is the ability to conduct dialog with the user, determine a users' needs, and provide an appropriate response, much in the same manner as a real person does.



Feature-Rich Product
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. The return on investment is rapid. Customer satisfaction improves, increasing customer retention, translating into more new and repeat business. With this capability, RealDialog delivers the following benefits:
·       Most cost effective self-service solution, using computational linguistics to understand user intent. RealDialog's human-like text dialog capabilities deliver always accurate, consistent, knowledgeable responses to customer queries.
·       A single, accurate response to user inquiries, improving customer satisfaction. RealDialog delivers the direct answer to a question, not a list of links provided by current solutions that rely on limited technologies, such as natural language processing, or keyword search to deliver responses, often forcing the user to further investigate.
·       Fast implementation, providing a quick payback. RealDialog doesn't require programmers to script agent logic, instead RealDialog employs easy drag-and-drop interfaces for developing enterprise-wide content and building a knowledge base for use by the RealDialog Agent.
·       Insight into customer interest to improve customer retention. With web-based statistical reporting, RealDialog delivers better customer insight, enabling better products, improved websites and services.
·       Unmatched ease of maintenance for long-term Return on Investment. The RealDialog Authoring Tool and RealDialog Learner provide the most efficient, cost effective means of maintaining an automated self-help solution. With a drag-and-drop interface, administrators can update the company knowledgebase from statistics and conversations captured at run-time.

Broad Market Usage
RealDialog underwent extensive testing with numerous companies from a variety of markets and applications, ranging from Financial Services, Consumer Retail, High Technology, non-profit and Telecommunications firms. Current application use includes customer service and support, website navigation and assistance, FAQ, general QA and internal applications for help desk and Human Resources/Employee Relations.

RealDialog Enterprise is virtually unlimited in its ability to scale, meeting the demands of even the largest websites. A RealDialog Agent can easily handle hundreds of simultaneous interactions, delivering answers and improving customer satisfaction for the company on a large scale.

By using computational linguistics methods and techniques, RealDialog immediately dissects user questions to determine its intent.  It parses each sentence, correcting misspellings and incorrect grammar, and determines the parts of speech within the sentence. It retains a short-term dialog context to carry-on a conversation and to understand the nuances of the dialog.

Through this ability to converse with the user, the RealDialog Agent can determine a user's need and provide an appropriate response, much in the same manner as a human, only with much lower costs, unlimited scalability and better consistency. By understanding the intent of a users' question, the RealDialog Agent delivers unmatched accuracy in the automated response to user queries.

About RealDialog
RealDialog is the key product and technology created by LiveWire Logic, a privately held company located in Research Triangle Park Area, NC.  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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