Headquartered in Saarbrücken, Sematell is a leading provider of highly scalable response management solutions based on artificial intelligence. Sematell solutions for contact centers precisely analyze written inquiries in over 70 languages and always deliver the right response to each individual customer. The name Sematell is a blend of the words “semantic” and “intelligence” and the verb “to tell”. In choosing this branding, the Saarbrücken software company is alluding to its roots: For many years, the company was based at the German Research Center for Artificial Intelligence (DFKI), a cooperation that resulted in the outstanding categorization algorithm that has been constantly refined ever since and finds application in the ReplyOne response management solution. With this AI-based technology, Sematell forms part of a dynamic growth mar-ket. The European market for Artificial Intelligence will increase from around three billion euros in 2019 to as much as 10 billion in 2022. This is the conclusion reached by the study “AI in Europe – Ready for Take-off” published by the European Information Technology Observatory (EITO).
Long track record in a specialized market
The company was founded in 2000 under the name of Xtramind Technologies GmbH. Following its sale, the Saarbrücken-based location initially went by the name of Living-e AG and, having combined with Empolis GmbH and Attensity Inc. to form the Attensity Group, was later known as Attensity Europe GmbH. In January 2016, the company separated from its US parent company Attensity Inc. through the participation of an investor syndicate and became independent.
Sematell has a workforce of around 50 employees. Along with its sales organization, a group of highly specialized experts versed in artificial intelligence and hard- and software development are dedicated to consistently optimizing Sematell solutions and creating innovative new ideas. Customized modifications and projects can be very efficiently implemented by the company’s own developer team.
ReplyOne – setting the benchmark for omni-channel customer communication
Sematell GmbH’s core product is ReplyOne, Europe’s leading omni-channel solution for written customer communication. The highly scalable, multi-client capable solution is suitable for small service centers, as well as for multi-national contact center organizations with several thousand employees. ReplyOne consists of five central system components:
ReplyHub centralizes and processes all incoming channels of written customer communication – e-mails, letters, telefax and text messages, social media and chat as well as messenger services such as WhatsApp.
ReplyAnalytics comprises the technology developed together with the DFKI for language and topic recognition. The outstanding categorization algorithm ensures a topic recognition rate of more than 95%, thereby facilitating a high degree of automation of incoming and outgoing customer communication. Incoming inquiries are analyzed at a rate of more than 3,000 words per second in more than 40 languages.
ReplyLink enriches the information contained in the correspondence with customer data and information via defined interfaces from other enterprise systems, including ERP, CRM and knowledge management databases, for instance.
ReplyRouting enables correct contact allocation based on defined criteria, a few examples being responsibility, availability and priority of the inquiries, while presenting the right proposal for a response in parallel.
ReplyDesk is the central user interface for service staff. The clear structure and intuitive operation minimize the effort involved in training staff and enables them to keep an eye on all service channels and to process inquiries by priority.
is the central analysis and control cockpit for employees re-sponsible for contact centers. Contact center managers or team leaders can keep an eye on all operational service transactions, with a comparison of all their relevant KPIs, and intervene if necessary – not only on site but also from mobile devices when on the road.
is Sematell’s first chat solution fully integrated with ReplyOne. It builds on the powerful, AI-based topic recognition of ReplyOne, enabling sev-eral chats to be handled at the same time highly efficiently and enhancing transparency in customer service through a 360° view of the customer.
With ReplyOne, all customer queries, regardless of the communication channel selected, are answered immediately at a universally high quality standard, customized specifically to suit the respective channel with the desired degree of automation. ReplyOne’s rapid and precise answers not only eliminate potential sources of error, thereby achieving a significantly higher level of customer satisfaction, but also contribute to maximizing companies’ profitability and competitiveness as an integral part of a strategic customer experience management. ReplyOne is based on a flexible system architecture and can be easily integrated into upstream and downstream systems, including, for instance ERP, CRM or knowledge management systems – on premise, hosted, or as an SaaS solution in the Cloud.
Numerous prestigious clients such as Consors Bank, StepStone, FI-NANZCHECK.de, bonprix, EWE, Deutsche Telekom AG and Medion AG have placed their trust in Sematell GmbH’s competence for many years.
The Sematell Trusted Network
The company is the initiator and a member of the Trusted Network for innovative omni-channel customer service. As part of this cooperative venture, interfaces – such as specialized chat, translation and knowledge database solutions from market-leading providers – are made available for the ReplyOne response management solution.