Augmenting Salesforce.com

by integrating with a Virtual Agent

noHold, Inc. Copyright © 2013

What is a Virtual Agent ?

A Virtual Agent is a Web application that looks a little like Live Chat.

You type your question here

You get your answer here

The solution is provided by an Artificial Intelligence

How to integrate with Salesforce.com

Integrate with Salesforce Knowledge

1

Leverage the articles you have already loaded into Salesforce Knowledge, while increasing First Contact Resolution (FCR) through

Virtual Agent Salesforce Knowledge

1

Escalate to Leads

2

The end user interacts with the Virtual Agent.

2

The Virtual Agent identifies the end user as a prospect and creates a Lead within Salesforce.com

2

Kim Lacey Virtual Agent Lead

Qualified Laura Nicks

Kim Lacey

2

The Associate reviews the prequalified Lead detail, complete with a record of the Virtual Agent conversation...

2

Pre-­empt Live Chat

3

3 Leverage the Virtual Agent to reduce chat abandonment, queue pollution and increase sales.

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Escalate to Case

4

Seamlessly escalate a Virtual Agent conversation to a case, for future resolution by

4

4

intervention is necessary.

Personalize Virtual Agent Responses

5

5

Retrieve real time information from a Salesforce.com object so that it can be used to personalize the conversation with the Virtual Agent.

Personalized Responses

Case Escalation

Leverage Knowledge

Escalate to Lead

Pre-­empt Live Chat

Are you ready to augment Salesforce.com?

www.noHold.com

noHold Inc. builds Virtual Agents that help some of the most

successful companies in the world, increase revenue and

decrease cost, while increasing customer satisfaction.

Smarter Self-Service Attract. Convert. Fulfill. Support.

noHold, Inc. Copyright © 2013

Glossary Queue Pollution: The presence of an end customer in the incorrect queue or contact channel. For example: a customer with a support question ends up in the sales queue or vice versa. This can apply to live chat, Interactive Voice Response (IVR), or phone queue.

Chat Abandonment: completion.

Artificial Intelligence (AI): An area of computer science that deals with giving machines the ability to seem like they have human intelligence (Source: www.Merriam-Webster.com definition of Artificial Intelligence ).

First Contact Resolution (FCR): In customer relationship management (CRM), first call resolution is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call. (Source: www.searchcrm.techtarget.com )