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Companies and organizations are obliged to keep open a dialogue with their clients 24 hours per day, 7 days per week. The contact centres and any type of online channels (including the new social media) are the more usual means of contact and not only in order to help and serve their current users (through assistance and support activities): the acquisition of new clients through marketing and online sale is also an important side of the current context.
For the organizations of all the fields (banking, telecommunications, utilities, civil service, etc.) that want to optimize those not in-person contact channels, the conversational agents and the question/answer systems provide an alternative of greater quality and lower cost than the ones existing. The conversational agents and the question/answer systems are software applications using technology of language processing to understand the questions or requests that the users make, expressed in natural language, and provide them the answer or the most adequate instructions among the ones that are in a knowledge or information base. A conversational agent adds to the question/answer systems the presence of a virtual avatar (an animation with a human or other physiognomy) that provides interactivity to the dialogue with the user.
The Daedalus solutions of conversational agent and question/answer systems use specific technologies that make possible a more intelligent interaction between the company and the user: process of natural language, advanced search and information retrieval (semantic, fuzzy and multilingual), expert systems, technologies of voice recognition, clustering and classification of information, rules engines, virtual avatars. Thanks to these technologies, the system uses the meaning of the user's request (to understand what he needs, to a certain extent), as well as of the possible answers (to associate at every moment the more adequate one to the consultation).
In front of the alternative solutions that suppose an exhaustive use of human operators or traditional search technologies and retrieval of information, the Daedalus conversational agents and question/answer systems provide very significant benefits: