Information & Knowledge

Prospect / Customer Management and direct channel efficiency

In order to reduce the cost-to-serve of current customers and better manage the potential customer who visits the internet web site, by increasing and maintaining a homogeneous service level between different channels and boosting, at the same time, lead generation opportunities, E*Finance Consulting Reply offers a solution based on:

  • The adoption of semantic analysis technological tools able to:
    –   Automate, partly or fully, the direct contact management process (mail, telephone),
    –    Increase content self-service use by the Client and the Operator/Manager

  • The systemization of internal information, by optimizing format and content and constantly updating the business Knowledge base.

In particular, the solution allows:

  • Automatic classification and routing of incoming mails, based on the understanding of the meaning and of priority/criticity;
  • Automatic suggestion, by the semantic engine, of e-mail answers built on the basis of duly set-up “knowledge units” or by extracting information from the Bank’s internal documentation and data bases;
  • Extension of the semantic search in natural language to Contact Center Operators, in order to gather real time information from the Company’s internal knowledge base;
  • Introduction of interaction technologies within the internet site (both in the public as well as in the private area), aiming at developing self service use by clients/prospects, in order to reduce contact time with Contact Centers/Help Desks.

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