ATG Self-Service

Empower Customers with Knowledge Management and Web Self-Service

The ATG Self-Service online help system empowers your customers to answer questions and complete transactions through highly personalized web self-service and customer knowledge management. This automated customer service application combines an answer repository with multi-lingual natural language search and navigation capabilities into a single online help system.

Deflect Call Volume, Reduce Costs, and Improve Customer Satisfaction

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 is an online help system that 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
  • Support browsing, keyword search, or natural language queries, at any time and any location, to access information in ATG Knowledge or other data sources available via the Data Anywhere Architecture
Pinpoint answers with world-class natural language processing
  • Mine information buried deep within large Web sites and document repositories, with sub-second response times
Increase accuracy and lower maintenance costs
  • Automatically index and categorize
Generate personalized answers
  • Tailor answers specifically to a user's segment based on real-time analytics
  • Understand the customer based on both historical patterns and current behavior
Guide customers toward completing transactions
  • Encourage 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
  • Present targeted promotions and product recommendations based on the customer's inquiry, profile, and history
Analyze and improve the customer experience
  • Take advantage of real-time analytics and business reporting
Integrate with the full suite of ATG products
  • Ensure the continuity of your customers' experience regardless of whether they interact with you via telephone, email, web form, or web self-service

Available in ATG Commerce OnDemand, a managed and hosted solution, with site optimization, CRM integration, on demand updates, and uptime guarantees.