Conversagent developing new features in automated online customer support
New York, NY – May 20, 2004 - Conversagent, a developer of conversational
customer service software solutions, is developing new features in its Automated Service Agent (ASA) System, to be released next month as version 3.0.
Some of the new features in Version 3.0 of the Conversagent ASA System:
* Immediate responses without the hold or turn around times associated with
attended phone or email support at an average cost of under $0.20 per
session
* An easy to use knowledge-management system that enables companies to keep
up with the ongoing changes that affect the customer service organization
* Reporting and analytic tools that allow for the analysis of key customers
service metrics and ensure that all inquires are resolved in the most timely
and appropriate manner.
"E-commerce has grown to support the bold predictions of its eventually
massive role in the shopping landscape," said Conversagent CEO Stephen Klein. "For it to grow further, retail web sites must
recognize that the next set of users will not be as sophisticated as the
current crop of shoppers. Sites continually seek to implement tools and
services that enable anyone to browse, shop and get service from an online
store.
"The existing paradigm at an ecommerce site is to browse by clicking. Just
as one way to shop at a brick-and-mortar shop is to walk in and browse the
aisles. But in the off-line world, there are people in stores to help every
shopper, no matter what their level of knowledge or sophistication. The
future of ecommerce will feature such friendly and accessible resources."
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