IntelliResponse, providers of enterprise virtual agent technology, today launched OFFERS, an intent-based offer solution that presents real-time, customized promotions to customers in the context of a customer service interaction. When a customer asks a question online through a virtual agent and receives an accurate, helpful answer, OFFERS then delivers a highly relevant offer, targeted to his immediate needs. This automatically guides the customer to explore new products or services and make purchases.
Using OFFERS, one of the 10 largest banks in the U.S. was able to increase online conversion tenfold in an A/B test for cards, mortgages, and accounts. A second top 10 bank experienced a 46 percent increase in click-throughs, a 17 percent increase in applications started, and a 16 percent increase in applications completed after implementing this transformative solution.
"Customer service is the new marketing," said David Lloyd, CEO of IntelliResponse, in a statement. "With OFFERS, we are integrating CRM and marketing functions into a single streamlined and automated process. Our technology brings together two important parts of the enterprise that have often operated in isolation from one another, making each more effective and productive."
OFFERS can be integrated into a company's existing CRM system. Deploying natural language processing and patented intent-recognition technology, OFFERS can generate promotions that are highly personalized and likely to convert to a sale. In addition to giving customers the answers they need, companies can anticipate future needs by cross-selling or upselling their own products or incorporating third-party advertising, thereby generating new revenue streams.
OFFERS is currently available to IntelliResponse customers, within the self-service suite which includes ANSWERS, a virtual agent solution, and VOICES, a market research data visualization tool.