Chordiant Workflow Server implements customized corporate business processes, while Chordiant Foundation Server provides real-time integration of diverse information to create detailed customer profiles. Chordiant Automated Response 2.0 is an automated email response generator, which activates standard business processes through its integration with Chordiant Workflow Server. The processes can be initiated in response to customer emails. According to Chordiant, the system establishes a user profile based on the source of an incoming email, compares the content of each email message against knowledge in the Chordiant Knowledge System, and uses templates and predefined knowledge domains to find answers for customer queries. Queries can take the form of keywords, questions in an email message, or intelligent search agents.
Customers can also attach documents to messages to use in the query or add to the knowledge base.
The knowledge system can work with memos, chat transcripts, URLs, or PDF or Microsoft Word files. CSRs have access to different knowledge domains within the system via portals embedded in Chordiant's desktop application, Chordiant Live Response. CSRs can tailor the timeliness and quality of responses to complex questions based on customer status. For example, the system can be configured to give VIP customers or returning customers different treatment than anonymous or first-time customers. According to CA, the Intelligent CRM Suite consists of four components that use CA technologies such as Neugents and Jasmine ii to provide CRM functionality through customer intelligence, sales and marketing, customer service, and personalized interaction.