ATG Self-Service
Product 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, increases customer satisfaction and loyalty,
while reducing the IT expenses of deploying and managing in-house solutions.
Key Product 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 ATG Product Suite 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.
