nGen Answer Benefits
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Enterprise Edition only
Improve Customer Satisfaction:
nGen Answer
email response software delivers fast, accurate responses to improve customer satisfaction.
Deflect Emails:
Understand the customer's inquiry and automatically reply to reduce email response times, freeing agents for more complex customer issues. nGen Answer can deflect up to 50% of emails per month.
Increase Agent Productivity and Reduce Email Response Times:
Leverage automatically-generated answers or suggested responses to customer emails, reducing research and content creation time.
Improve Automated Response Relevancy:
The system learns the meaning of a message based on its context and any previous agent responses to automatically create a relevant and accurate response to customer emails.
Scales for Very High Volumes:
Cost-effectively manage more than 15,000 emails per month. It can also scale to process millions of emails per month.
Minimal IT Impact:
The adaptive neural network learning law does not require external dictionaries, thesauruses, or semantic networks. Automated feedback dramatically reduces system maintenance.
Customer Interaction Management Integration:
Integrate nGen Answer with the entire nGen Customer Interaction Management (CIM) Suite to view customer history, providing the full context of a customer interaction for a seamless customer experience, as well as improving first call resolution times. The
nGen CIM Suite enhances and expedites interactions by giving agents access to a central knowledge base from any channel, including email, chat, phone, voice over Internet, and self-service.