CIRCUIT CITY STORES INC. EXTENDS AGREEMENT WITH LIVEWIRE LOGIC, INC.
RealDialog to Answer Store Associate “Ask How” Questions
In More Than 600 Retail Outlets
Research Triangle Park area, N.C. – December 13, 2004 – LiveWire Logic, Inc. today announced Circuit City Stores, Inc. is extending its use of RealDialog™, a self-service solution that automatically answers store associates’ questions regarding policies and procedures and a new point-of-sales solution.
Store Associates Access Key Information
By centralizing store technical support and business information in RealDialog, store associates are able to access information immediately and cost effectively, without contacting a call center for support. RealDialog should reduce Circuit City’s calls to its call center by 20 percent.
Circuit City’s “Ask How” RealDialog implementation provides vital information to every Circuit City retail outlet in the U.S., and includes;
- Providing direct answers for many technical support issues;
- Redirecting associates to specific sources for company policies, procedures and business issues;
- Providing direction on many point-of-sale processes for sales, returns, promotions, back office, etc.;
- Answering general questions, highlighting Hot Topics, and more.
“RealDialog increases store productivity and efficiencies, and allows our store associates to spend more time with customers,” stated Rob Mayhew, support manager for Circuit City.
Insight Gained
RealDialog is uniquely able to understand the intent of a users’ question and deliver accurate and concise answers. It provides Circuit City insight into user needs by clustering thousands of questions into small groups of similar content and meaning. Clustering allows Circuit City to provide insight essential for delivering high-quality service to its users, and deliver root-cause analysis and process improvement information.
Continued Deployment of RealDialog
“We continue to find RealDialog a highly valuable tool for our employees and customers by delivering exact information when and where it is needed,” said Bill McCorey, vice president of applications for Circuit City. “Customer service representatives use RealDialog to consistently answer customer questions quickly and accurately.”
Circuit City first went live with a RealDialog agent in March 2003 to automatically answer customer support questions. Customer service representatives would input a question into RealDialog, using natural language, and would provide the response from RealDialog to the end user.
The second RealDialog agent went live within two weeks time, delivering high initial accuracy to a technical support group. This group relied on RealDialog to deliver technical information on satellite and television installation procedures, documentation and more.
Circuit City representatives created the knowledge bases and delivered the solution themselves, saving time and money. To date, RealDialog has answered more than 700,000 questions for Circuit City.
“Circuit City continues to validate the value proposition of our technology, delivering unmatched value to our customers by enhancing their ability to service their customers,” stated Mary Walker, president and chief executive officer of LiveWire Logic. “We’re excited about Circuit City’s latest deployment and know they share our values on delivering improved customer service, with lower costs, through automated self-service.”
About RealDialog
RealDialog provides the most cost-effective approach to online self-service with a product that approaches the effectiveness of human-assisted services. Deployment is quick, providing a rapid return on investment. Design, maintenance, and administration are simple, even for non-programming personnel, employing drag and drop and automated authoring functionality.
About LiveWire Logic
RealDialog is the key product and technology created by LiveWire Logic, Inc., a privately held company located in the Research Triangle Park Area of North Carolina. Dr. James Lester, a renowned research scientist in computational linguistics, and key members of his research team, founded the company in 2000. The founding team specializes in intelligent virtual agents and computational linguistics, and is recognized as leaders in advanced artificial intelligence research. More information is available at www.realdialog.com.
About Circuit City Stores, Inc.
Richmond, Va-based Circuit City Stores is a leading specialty retailer of consumer electronics. Circuit City operates 620 Superstores and five mall-based stores in 159 U.S. markets. Its International segment operates through more than 1,000 retail stores and dealer outlets in Canada. Circuit City also operates a website at http://www.circuitcity.com.
Editorial Contact:
Michael Lough
LiveWire Logic
919-234-2163
mike.lough@livewirelogic.com
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