Self-Service: ATG Self Service

Overview

ATG Self Service empowers your customers to answer questions and complete transactions through highly personalized Web self-service. It combines an answer repository with multi-lingual natural language search and navigation capabilities into a single solution.

Business Benefits

An effective Web self-service interaction using ATG Self Service can be 10 to 20 times less costly than the most efficient agent-enabled phone call. ATG Self Service reduces service costs and increases customer satisfaction and loyalty, while reducing the IT expenses of deploying and managing in-house solutions.

Key Features

• Provide multiple ways to access multi-lingual content, by browsing, keyword, or natural language, at any time and any location, through the ATG Knowledge Anywhere Architecture.
• Pinpoint answers with world-class natural language processing which mines information buried deep within large Web sites and document repositories, with sub-second response times.
• Increase accuracy and lower maintenance costs with automatic indexing and categorization.
• Generate personalized answers tailored specifically to a user's segment based on real-time analytics that understand the customer based on both historical patterns and current behavior.
• Guide customers toward completing transactions such as upgrading a service plan, buying a product, changing account information, or adjusting investments.
• Turn a self-service inquiry into a revenue opportunity by presenting targeted promotions and product recommendations based on the customer's inquiry, profile, and history.
• Analyze and improve customer experience, with real-time analytics and business reporting.
• Integrate with the full suite of ATG products to ensure the continuity of your customers' experience regardless of whether they interact with you via telephone, e-mail, Web form, or Web self-service.
• Obtain OnDemand as a hosted solution, with, based on your needs, site optimization, CRM integration, on demand updates, and uptime guarantees.