Inteligine Answer – Solutions for Service Management

Can your organisation deliver consistent, accurate and timely results for your customers’ problems and inquiries? InteligineAnswer (or “Metrix KMS”) enhances your Metrix Service Management Solution by better managing and utilising your enterprise knowledge to resolve product and service issues on the first call or site visit. Metrix KMS automates the capture and reuse of knowledge and continuously learns which solutions have worked in the past so that it can rank and display the most accurate and relevant solutions to an issue.

Searches are conducted to find solutions or specific documents such as Engineering Bulletins or Product Manuals which may be located in pre-defined repositories. Searches are conducted using key phrases, product, model, site or any other attributes unique to the situation. Knowledge repositories can be accessed simultaneously by your web users, field service and call centre personnel. Because InteligineAnswer is seamlessly integrated with Metrix, it has an immediate ROI and impacts productivity.

Diagnose Before Dispatch:
InteligineAnswer provides the intelligence and analysis needed to resolve issues at the contact centre, thereby reducing the number of field dispatches. Service engineers are equipped with the right knowledge to resolve a problem in the field.

Integrated at Multiple Levels with Metrix:
InteligineAnswer is integrated at the database, user interface and workflow levels within Metrix. The KMS engine is auto-populated with data from the Request or Task so there is no need to cut and paste or re-enter data.

Unified Access to Knowledge:
Metrix users can have one single interface to all the information they need, including solutions, product documentation, release notes, “how to” white papers and help files.

Benefits:

• Reduces solution cycle time and overall cost to resolution
• Increase first contact resolution
• Decrease in average cost per call
• Reduction in new hire training and cross training for new products
• Deflect call volume to contact centre by providing access to solutions and product knowledge through the web
• Dramatic increase in consistency and accuracy of resolutions

Features:

• Auto-populates and auto-starts directly from Metrix
• Auto-Ranking of solutions based on relevancy and scoring
• Use metrics to track usage and success rates

Continuously Learns Why Solutions Work

• Solution linking / de-linking
• Real time solution indexing
• Dynamic algorithm drives solution selection
• Adjustable perspectives

Search Criteria

• Text & Phrase matching
• Regency of Solutions
• Unique words / infrequently used words
• Product family and model number
• Seasonality or time of use

Advanced Linguistic Processing and Lexical Analysis

• Client & industry specific search criteria
• Common used business terms de-weighted
• Word frequency distribution
• Acronyms, synonyms, industry jargon
• Stopping & stemming

Solution Creation, Review & Approval

• Track solution creation, review, approval and status
• Track solution author, date of creation, edits and solution usage
• User authorisation for solution creation, approval and editing

Solution Groups

• Publish solution to one or more solution groups
• Pending solution group until solutions are approved