Astute Solutions Launches Knowledge Management Tool

By Mike Sachoff
Staff Writer
Article Date: 2010-06-03

Astute Solutions has introduced RealDialog 3.0, a knowledge management tool for better customer experiences across the Web, contact center, social media and mobile touch points.

RealDialog "understands" the intent of customer/end user questions to deliver answers with up to 99 percent accuracy. It uses a combination of Natural Language Understanding, artificial intelligence and advanced linguistics techniques.

RealDialog integrates with enterprise data systems to deliver the appropriate content for the needs of the user and channel. Response types include a specific text response, a paragraph within a document or file, and/or a specific file (Web page, Office document, sound file, video, etc.). RealDialog can incorporate customer account information, order history, loyalty card or membership programs, and other data from multiple external data sources into its responses.

RealDialog "learns" from the question and answer pairs from every user conversation. The solution can analyze thousands of unstructured questions and conversations. it pinpoints content gaps and provides actionable insight into end users' opinions, perceptions, wants, needs, and feelings.

"Customer experience strategies are unraveling as companies contemplate how to leverage social media and open new customer-facing channels against cost and performance pressures. Soaring operational expenses and integration complexities limit service evolution. Versatile knowledge management is now the great enabler," said Astute Solutions President, Joseph Sanda.

"RealDialog 3.0 offers organizations a clear path to aligning their capabilities with strategic objectives. It continues our tradition of improving the quality, efficiency and impact of customer interactions while minimizing cost and complexity."

About the Author:
Mike is a staff writer for WebProNews. Visit WebProNews for the latest ebusiness news.