• February 20, 2014

IntelliResponse Launches Virtual Agent for Salesforce on Salesforce1 AppExchange

IntelliResponse has launched IntelliResponse Virtual Agent (VA) for Salesforce on Salesforce1 AppExchange. The new app and integration brings an enterprise-grade virtual agent technology solution to the Salesforce Service Cloud to help both consumers and contact center agents find a single right answer to their questions across digital and agent channels.

IntelliResponse VA for Salesforce will enable contact center agents to provide better, more consistent customer service from one central location within the Salesforce1 Service Cloud.

"Customer service is a key differentiator for leading companies, and the ones that succeed provide a superior customer experience across every touch-point," said David Lloyd, CEO of IntelliResponse, in a statement. "Contact centers have traditionally struggled with onboarding new agents as they navigate multiple channels, but with IntelliResponse VA for Salesforce, they can put the right answers at both their customers' and employees' fingertips, making every agent as good as their best agent. We are proud to partner with Salesforce1 AppExchange to deliver new customer service capabilities to companies and the customers they serve."

"Companies are eager to transform the way they connect with customers, partners and employees in order to ensure that they thrive in today’s connected world," said Ron Huddleston, senior vice president of ISV and channel partners at salesforce.com, in a statement. "By leveraging the power of the Salesforce1 Customer Platform, IntelliResponse provides customers with the proven social, mobile, and connected cloud technologies to accelerate business success."

IntelliResponse VA for Salesforce enables companies to engage with customers across Web, mobile, social and agent channels. Leveraging patented intent recognition technology, questions are instantly matched with a single, approved, correct answer. The app provides a scalable self-service solution capable of processing instant responses to millions of customer questions with up to 90 percent accuracy. Additionally, IntelliResponse VA for Salesforce helps companies gather customer insight and drive revenue. The solution collects authentic, real-time voice of the customer insight directly from the online interactions of customers, and can also deliver highly relevant offers in real-time.

IntelliResponse VA for Salesforce offers an Ask Tab within Salesforce to provide contact center agents with single right answers to customer questions live over the phone, through customized email responses, or on live chat. The solution provides agents with access to case session history, where they are able to see customers’ past interactions with the virtual agent.

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