Talisma Answer Receives SSPA Innovator Award

“While many areas of customer service and CRM technology are beginning to mature, only a select number of vendors continue to deliver pure innovative products and services,” said John Ragsdale, Vice President of Research, SSPA. “Talisma is truly an innovator in its space and is commended for enabling support organisations to revolutionise the way they service customers.”

Talisma Answer relies on powerful natural language technology to understand the intent of a customer’s email. Talisma Email can then quickly provide an automated response or suggest a response to an agent. Talisma Answer leverages IBM’s Classification Module for OmniFindTM Discovery Edition to represent words and text passages as “context vectors” to automatically group data into similarly themed clusters for improved response precision and relevance. The learning algorithm is designed to adjust context vectors so that words used in a similar context will have vectors that point in similar directions. Talisma Answer learns the meaning of content based on contextual usage and then organises the content for immediate processing and retrieval. Talisma Answer also learns new concepts automatically, significantly reducing application maintenance.

Talisma Answer was a winner in the Optimisation Innovation category, described as follows:

Optimisation Innovation. While much of the industry buzz focuses on new channels and bleeding edge technology, innovation is still needed for customer service and support optimisation. Companies recognised for Optimisation Innovation are delivering innovative approaches to cutting operational expenses and increasing productivity for technical support and field service agents.

IBM and Talisma’s session at the SSPA Services Leadership Conference, Increase Customer Care Effectiveness with Intelligent Automation of Email Management, will be held Tuesday, November 14 at 10:45 a.m. EST. Attendees will learn how to define and document metrics and processes, analyse email response categories, and automate responses and suggestions in order to deliver more accurate responses and cut costs. Attendees can also visit the Talisma and IBM booth 313 to learn more about Talisma Answer.

“Gone are the days when customers are willing to wait more than 24 hours to get a response to an email inquiry,” said Dan Vetras, President & CEO, Talisma. “We’ve released this cutting-edge product because we believe that customers deserve better email customer service. Talisma Answer helps contact centres significantly improve agent productivity, response accuracy, reduce costs, and help businesses provide an exceptional customer experience.”