Live help and automated self-service now combine to deliver breakthrough economies. HelpCaster Technologies Inc. and Comtext Systems Inc. have announced the release of a suite of customer interactivity applications that deliver fully integrated live contact and self-serve automation over the Web. Until now, customer service managers have been faced with a dilemma—shoulder the cost of directing Web traffic into the contact centre, or accept the limitations of self-service in resolving complex issues. The integration of self-service and live help resolves that dilemma.

A customer might start by simply typing their question. Comtext’s IntelliResponse™ search engine uses natural language query that accepts various forms in which customers might frame a question, eg “how much does it cost?” or “what is the price?” The text response pops up instantly without the need to hunt through FAQs or wait for an email response. Customer satisfaction rates highly as the application is fast and easy-to-use, and the Web merchant has not had to bear the cost of a service agent.

Some customer issues, however, require human intervention; no knowledge base can be sufficiently comprehensive to successfully address all customer issues. When the knowledge base reaches its limits of effectiveness, HelpCaster allows an escalation to live intervention. The technology allows organizations to apply their business rules to select the optimal application from an array of interactivity media that includes click-to-talk VoIP or standard Web telephony, chat, voice, video, Web collaboration and conferencing. Any or all are available in a single integrated suite. HelpCaster’s applications turn the Web into a full communications medium, supported with rich media and data.

The integration of HelpCaster’s and Comtext’s technologies allows smooth escalations from self-serve to live interaction. A customer with a routine query will normally be satisfied with a text response, but a customer whose complex issue needs more intensive help is presented with links to a live agent, using the optimal application among chat, phone, VoIP, etc. One click takes them to a help desk. The integration of the two systems creates a seamless, along which the customer can jump from self-serve to live help at any time.

The economic implications are significant. Now organizations can set business rules to accommodate their customers’ preferences, from “high tech” users more comfortable with computerized processes to “high touch” users who prefer human contact. In this way, satisfaction levels remain high, loss of customers through abandonment is reduced and cost of service is adjusted to customer value.

HelpCaster is now offering the Comtext search engine as a fully integrated component of its LiveReach suite of interactivity applications. Administrators can manage both the IntelliResponse™ knowledge base and HelpCaster live applications from a single control console, assigning access to either or both systems to supervisors and agents.

IntelliResponse™ is a trademark of Comtext Systems Inc. and used under license.