GETTING ANSWERS FROM. Artificial Intelligence for Maximum Productivity

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1 GETTING ANSWERS FROM Artificial Intelligence for Maximum Productivity I N T E R A C T I O N S O L U T I O N S

2 GAINED: 800 new customers this month. L O S T: None.

3 CUSTOMER SATISFACTION IS A COMPETITIVE FACTOR Maximize your customers satisfaction through the leading response management for written customer communication. Sematell solutions support your service center in perfectly understanding all inquiries, allocating them to the right contacts, and delivering the right answer in seconds flat either automated or semi-automated. Giving the right answer will help you to achieve a greater perception of quality, which means loyal customers. Omni-Channel all-inclusive solution: all written customer contact channels, incl. social media Flexible scalability for small and large volumes of customer inquiries Outstanding precision in more than 40 languages, developed at the DFKI the German Research Center for Artificial Intelligence Absolute reliability in routing (staff allocation) and in selecting the right response 2

4 CUSTOMER INQUIRIES: 30 % more this week. ADDITIONAL COST: None.

5 INTELLIGENT AUTOMATION RAISES PRODUCTIVITY Using artificial intelligence is a key factor in achieving corporate goals. Sematell solutions optimize the performance and efficiency of customer communication. Automation raises productivity and creates stability, irrespective of how on form your staff are on a particular day. This frees up potential for new entrepreneurial undertakings. IMPROVING THE FIRST FIX RATE RAISING STAFF PRODUCTIVITY LOWERING THE TICKET COSTS PER INQUIRY Optimizing the performance High level of transparency in and efficiency of customer service reporting for historical and real- time diagnoses as well as for Easy-to-use technology through its intuitive graphic user interface communication issues and communication volume in a total of 6 languages Simple integration into CRM, ERP, ACD, KM and rapid staff induction 4

6 QUALITY: 1,600 customized answers today. UNHAPPY: None.

7 PRECISION DELIVERS QUALITY & INDIVIDUALITY Customers want clear answers to their questions. Sematell solutions precisely analyze written inquiries and always deliver the right response to each individual customer. Even the very first response proposed can be approved by service staff and sent. This kind of quality in communication is impressive and wins loyal customers. Unique categorization algorithm Language & topic recognition in more than 40 languages Analysis of more than 3,000 words per second 100 % precision in routing and staff allocation ALWAYS GIVING THE RIGHT ANSWER Unique workflow engine Up to 1,000 documents per minute Handling of more than 1 million documents a day Scalable for more than 5,000 employees at the same time Performance output can be adjusted in line with individual customer requirements. 6

8 FIVE STRONG COMPONENTS WITH HIGH SCALABILITY & FLEXIBILITY

9 ReplyOne combines five strong components into a unique response management system. The high scalability and flexibility of Sematell solutions make automating and centralizing written customer communication attractive to any company whatever the size. 8

10 SYMBIOSIS OF INTELLIGENT TECHNOLOGY AND SIMPLE USER INTERFACE ReplyDesk combines intelligent response technology and productivity into one simple user interface. The intuitive handling of customer communication and the clear structure of the navigation areas make it easy to train your staff. Your team will have control of all communication channels at a glance and can process customer inquiries by priority. 9

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12 ACCESSIBLE FROM ANYWHERE AND ALWAYS UNDER CONTROL FACEBOOK TWITTER WHATSAPP TEXT MESSAGES GOOGLE PLUS FORMS Centralization of all written contact channels CHAT LETTER TELEFAX ReplyHub offers an all-inclusive solution for the centralization of all written customer contact channels, so companies can be reached for inquiries on all the channels used by their customers. In addition, the system is efficient and its control straightforward. The interfaces of the ReplyHub can be flexibly adjusted to suit individual requirements and existing IT infrastructures. 11

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14 UNDERSTANDING CUSTOMERS AUTOMATICALLY AND IN THE BLINK OF AN EYE Intelligent language and topic recognition in more than 40 languages ReplyAnalytics captures more than 3,000 words per second in over 40 languages to carry out its analysis and categorization The unique categorization algorithm reliably identifies the language and the topic in every written inquiry and filters the information provided to achieve precise allocation. The intelligent language and topic recognition was developed by the DFKI the German Research Center for Artificial Intelligence. 13

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16 KNOWLEDGE AS INDIVIDUAL AS EACH AND EVERY ONE OF YOUR CUSTOMERS CRM CUSTOMER RELATIONSHIP MANAGEMENT ERP ENTERPRISE RESOURCE PLANNING ACD AUTOMATIC CALL DISTRIBUTION Interface for additional customer data and information KM KNOWLEDGE MANAGEMENT AS ARCHIVE SYSTEMS DMS DOCUMENT MANAGEMENT SYSTEMS ReplyLink links up information from different systems and improves the quality of the information about each individual customer. The interfaces can be flexibly integrated into all existing IT infrastructures. Better information means increased efficiency and, above all, improves customer satisfaction. The situation of each individual customer requiring a quick and personal solution to their inquiry is shown in a clear and transparent manner. 15

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18 PROVIDING THE ANSWERS THAT CUSTOMERS REALLY NEED URGENCY AVAILABILITY RESPONSIBILITY Routing and staff allocation for approving the finished response templates SERVICE ADVISORY SERVICE TECHNOLOGY ReplyRouting processes over one million documents a day and enables more than 5,000 employees to work in parallel on communicating with customers. The workflow engine enables correct allocation to staff and the right response templates. The system checks the level of urgency as well as which specialist is responsible and whether they are currently available. In this way, customers are quickly assigned a competent contact person and receive the responses to the issues they have actually inquired about. 17

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20 PROFESSIONAL SERVICES FOR CUSTOMIZED SOLUTIONS Service Center Service Center Service Center Sematell Configuration Installation and customized system configuration Sematell Integration Interfaces for the individual enriching of customer data Sematell Service & Support Optimization, updating and ongoing development of existing systems Our specialists analyze individual requirements for the installation and customerspecific configuration. Once the configuration has been completed ReplyOne is ready to go. Integration involves programming interfaces to connect to existing IT infrastructures, including the documentation of every detail. This enriches ReplyOne with additional data so as to provide more information for customer care. In the course of ongoing operations, further optimizations are carried out based on experience so as to ensure full performance capacity for precision and reply accuracy. ReplyOne is developed on an ongoing basis in particular in order to be able to tackle new and complex tasks.

21 INDUSTRY-SPECIFIC SOLUTIONS READY FOR IMMEDIATE USE Track record of successful operation going back more than 15 years. Energy & utilities For energy producers, energy suppliers and municipal utilities Telecommunications For telecommunications and Internet providers Banks & insurance companies For financial institutions, financial advisory and insurance companies Tourism & transport For public transport, rail and travel companies Retail & logistics For retail companies trading in fashion, food and Internet shopping Contact centers For outsourcing providers, customer care, service providers 20

22 EXPERTS IN PRECISION AND ARTIFICIAL INTELLIGENCE Sematell is a software vendor specialized in response management solutions based on artificial intelligence. The solutions are unique in the world and offer the greatest precision in written customer communication. The company supports prestigious customers in companies of all sizes and across a wide variety of sectors. Highly specialized experts from the field of artificial intelligence, software and hardware development, and with long standing sector-specific experience deliver a reliable and high standard of quality in the customized integration of automated processes. INTELLIGENT MAXIMIZATION IN EVERY CUSTOMER RELATIONSHIP

23 A SUCCESS STORY BORN IN DFKI IN SAARBRÜCKEN DFKI DEUTSCHES FORSCHUNGSZENTRUM FÜR KÜNSTLICHE INTELLIGENZ Sematell s successful history commences before the turn of the century at the German Research Center for Artificial Intelligence in Saarbrücken (DFKI). The DFKI is the world s largest institute specialized in the area of intelligent technologies and scientific initiator for the development of the unique ReplyOne categorization algorithm. The precision, response accuracy and stability of ReplyOne is the result of intensive research and development conducted over many years. Developed in 1997 at the DFKI in Saarbrücken Spin-off in 2000 Company renamed as Sematell in

24 ALWAYS GIVING THE RIGHT ANSWER Customers want clear answers to their specific questions. Sematell solutions precisely analyze written inquiries and always deliver the right response to each individual customer. Maximize the efficiency of your company and the satisfaction of your customers. EXTRACT FROM OUR CUSTOMER LIST: I N T E R A C T I O N S O L U T I O N S Sematell GmbH Neugrabenweg Saarbrücken Germany Phone +49 (0) Fax +49 (0) info@sematell.com Web