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SmartAgent Automated Chat Technology Launches Compound Recognition Engine
5/23/2012
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UpSellit, the leading provider of customer recovery solutions, announced the addition of the Compound Recognition module to the SmartAgent automated chat solution. SmartAgent has saved over 12 million online conversions for online businesses with its patented automated chat agent technology. The inclusion of the Compound Recognition engine has shown a lift in website conversions by enabling SmartAgent to fully comprehend and address complicated customer questions.
With a complex Natural Language Parsing engine and a sophisticated knowledge base architecture, the SmartAgent automated chat solution assists abandoning website shoppers to reduce site abandonment and capture valuable consumer feedback. Before the addition of the Compound Recognition engine, SmartAgent would simply recognize and address one consumer question at a time. When a customer's entry covered diverse subjects, SmartAgent could only identify the highest-ranked match and send a single automated chat message. The Compound Recognition engine allows SmartAgent to distinguish and intelligently respond to a site visitor who covered multiple topics within a single chat input. This enhanced ability has produced an increase in response accuracy, customer experience and website conversions.
"We're very excited about the addition of the Compound Recognition engine to our SmartAgent chat platform," stated Chris Wampler, UpSellit Co-Founder and CTO. "Over the years we've noticed a direct correlation between our SmartAgent's accuracy and the customer recovery rate. We are constantly expanding our clients' custom knowledge bases to improve accuracy, but the Compound Recognition engine has proven to instantly increase accuracy and enhance customer experience across all campaigns. During our Compound Recognition BETA test, we noticed a 2.2% average lift in recovered conversions and about a 13% increase in SmartAgent response accuracy."
After extensive development and exhaustive BETA testing, SmartAgent can expertly identify and resolve compound consumer inquiries. When a single consumer entry contains multiple topics or concerns, SmartAgent's automated chat engine actively identifies all applicable responses. Clients may now choose to either serve the highest-ranked answer followed by links to the additional responses or they can have the SmartAgent deliver a series of responses for each of the consumer's questions. As with all of SmartAgent's capabilities and features, partners are allowed total control over how their automated chat agent will assist their website visitors. Depending on the intended customer experience, clients may choose the sequential method in order to maintain the live chat simulation or the supporting link method in order to keep the automated chat agent transparent.
For a an interactive demonstration of the Compound Recognition engine, please click the chat link in the page footer and ask multiple questions within a single chat entry. For more information about the SmartAgent chat platform and the Compound Recognition, please write to info@upsellit.com.
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