This could mean answering an inquiry, fulfilling on a service request, or completing the sale of a product. Due to the integration of its knowledge management and CRM software, the Chordiant solution also ensures that each customer transaction is captured, including those conducted via automated email or assisted agent response, to form part of each individual s unique case history. In addition to increasing contact with customers, Chordiant s unified solution ensures consistency and continuity of service across multiple touchpoints. With an even greater level of choice, consumers have access to the same information and processes, based on the same unified infrastructure, no matter how they choose to deal with the company. FAQs learn in real-time and are automatically ranked according to the most frequently asked question.
Consumers can ask questions in plain English, or use highly flexible search criteria.
Answers are given in the form of documents such as Word, text, PDF, HTML or audiovisual, as well as URL links and memos. For example, if an insurance or financial company has a number of large institutional customers, a separate knowledge base can be created to specifically provide information relevant to either one company or group of companies. The Chordiant Knowledge System and Chordiant Automated Response run on the Windows NT server platform and support a variety of application platforms and data protocols. Browser support includes Netscape Navigator and Internet Explorer. The Chordiant Assisted Response runs as an optional application to the Chordiant Live Response desktop Java application.