Self-learning knowledge base
Eptica’s knowledge base learns from the way it is used which information is best for answering an enquiry. As agents search the knowledge base and select information their activity fine-tunes the links between questions and answers.
Deploy internally to provide all employees in contact with customers (i.e. customer service agents, sales departments, etc.), with quick and easy access to your customer service knowledge base.
Customer interaction history
Agents can access customer contact information, such as account and contact details and a history of the customer’s previous conversations with the company. When Eptica is used across multiple customer service channels such as for web self-service and email management, agents will be able to view an integrated customer interaction history of telephone calls, emails and web self-service escalations.
Email follow-up
Eptica Contact Assistant incorporates email functionality that allows telephone agents to send customers an email confirming details discussed in the call and attach information such as instructions, product brochures, application forms and other documents.
Transfer of calls to the email channel
When agents receive an enquiry best dealt with by an alternative agent group they can transfer it internally by email. The enquiry then becomes part of the contact centre’s normal email queue to be answered, monitored and tracked according to the company’s email management SLA.
Future proof investment - deploy across other customer service channels
Eptica Contact Assistant provides you with a knowledge base that can be rolled out across other contact channels with ease. It can be integrated with Eptica Self-service, making your knowledge base searchable online. It can also be integrated with Eptica Email Management to ensure email responses are consistent with call handling. In this way, all channels can draw on a single, centralised customer service knowledge base.
No manual indexing
Eptica’s powerful semantic engine removes the need for manual indexing. Content can be added to the knowledge base and published in just a few clicks.
Reduce the number of queries submitted through other channels
Making your knowledge base searchable online through Eptica Self-service allows customers to find the answers to their questions without having to call or email you.
Easy deployment and maximum flexibility
Eptica can be easily managed by business users so there is no need for expensive ongoing professional services engagements
CRM integration
Easy to deploy and integrate into existing back office and multi-channel architecture, including pre-built integration into many CRM systems
Comprehensive reporting
Pre-set, easy-to-read reports enable managers to monitor calls logged for each agent.
