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SER
launches Knowledge Enabled E-Mail Management
System
SER
Systems Limited, an international subsidiary of
SER Systems AG, the global market-leading provider
of knowledge-enabled software products and
solutions, (Frankfurt
Neuer Markt: SES), today announced the UK
launch of its revolutionary knowledge-enabled
e-mail management systems, SERiMail.
SERiMail enables organisations to
automatically respond to the ever-increasing
stream of inbound e-mail requests and web site
inquiries with the right personalised answer by
leveraging corporate know-how.
SERiMail enables organisations to meet the
growing challenge of being more responsive to the
needs of their customers, partners and employees
through dramatically improved customer service and
retention, and increased employee productivity.
With
the average daily volume of e-mail around the
world expected to rise from 10 billion in 2001 to
35 billion in 2005 according to industry analysts
International Data Corp. (IDC), organisations are
coming under increasing pressure to respond to
inbound inquiries within an acceptable timeframe.
Yet, only 20 percent of companies are
meeting their expectations according to a recent
Jupiter Consumer Survey.
SERiMail
delivers a wide range of business benefits,
including:
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Automatic
response to inbound inquiries
-
Improved
customer service
-
Personalised
responses for increased customer retention
-
Increased
agent productivity
-
Ensures
consistency of responses according to
corporate standards
-
Easy
integration to existing business applications
-
Quickly
identify customer trends or issues
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Incredibly
short learning curve for full production ready
system
Knowledge-enabled
E-mail Management
As
inquiries are received, SERiMail analyses the
content using SERbrainware, SER’s award-winning
learning engine that understands the meaning and
context of information, regardless of format or
content.
Once the e-mail content has been analysed
SERiMail can either answer the inquiry directly by
means of a personalised response, or forward the
inquiry to an appropriate agent or ‘expert’ in
the subject area based on confidence levels.
SERiMail
pulls e-mail responses from corporate knowledge
bases to ensure that all inquiries are answered to
a consistently high quality, reinforcing corporate
standards, and eliminating variations arising from
different agents answering similar questions.
If an inquiry cannot be answered
automatically, SERiMail selects the most
appropriate agent for the response based on
pervious experience.
For example, if the inquiry relates to
invoicing, the e-mail will be routed to an agent
in the finance department, however if it was about
pricing, it is routed to a sales agent.
The
agent is then presented with a selection of
possible answers that meet the criteria of the
inquiry. When
the agent selects the appropriate response, the
knowledge base is updated and SERiMail
‘learns’ from the experience in order that it
can automatically respond the next time a similar
inquiry is received.
This unique and powerful feature of
SERiMail results from using SERbrainware at the
heart of the system.
Ends.
For more information, please
contact:
Euro
Banking Solutions:
Keith
Blankley
Managing Director
Tel: + 971 4
3210011
Email: kblankley@eurobankingsolutions.com
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