ReplyOne is a leading software intelligence for written customer communication where large volumes are involved. Exceptional response accuracy ensures companies achieve a high level of customer satisfaction in end customer trade, contributing measurably to maximizing cost effectiveness and competitive capacity. Inquiries are responded to with perfect precision across all customer contact channels – either automated or partially automated.
ReplyOne analyzes precisely what is requested in written inquiries and always suggests the right answer. The very first response template can be approved and sent out by the service staff member. This accuracy in customer communication results in tremendous productivity gains, ruling out potential error sources and reliably securing a high level of communication quality – regardless of human resources or staff form on the given day.
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The ReplyHub offers an all-inclusive solution for the full range of conventional and modern customer contact channels using the written word. Thanks to the ReplyHub, companies can be contacted from anywhere, regardless of customer preference.
Whether by mail, fax or electronic message – the ReplyHub interfaces can be flexibly adapted to any individual requirements stipulated by corporate structures, contact specifications or existing IT infrastructures.
ReplyOne features a unique categorization algorithm with highly scalable language and topic recognition. ReplyAnalytics captures more than 3,000 words per second in over 40 languages to carry out its analysis and categorization.
The solution reliably identifies the topic and content in every written inquiry and filters the information provided to achieve precise allocation. The technology was developed at the DFKI – the Germany Research Center for Artificial Intelligence – in Saarbrücken.
ReplyOne can be flexibly integrated into any existing IT infrastructure – and, together with ReplyLink, genuinely enhances information networking. The solution boosts information transparency, ensuring personal and professional customer care.
Intelligent data enrichment shows a customer’s true individual situation where a personal solution is required to resolve their issue. Better information quality means increased efficiency and above all greater customer satisfaction.
ReplyOne’s unique workflow engine and high-capacity process architecture can handle up to one million documents a day, allowing up to 5,000 staff members to use the software simultaneously in five languages. The invisible distribution process in the background ensures that the correct response template is generated for correct staff allocation.
The system checks the level of urgency, as well as which department or specialist is responsible and whether they are currently available. In this way, customers receive reliable responses to the issues they have actually inquired about.