InteliWISE Self Service Agents that increase customer experience and optimize customer support costs. see at www.inteliwise.com

1. InteliWISE Self Service Agents
Virtual Agents with business language
recognition for Contact Centers
! Superior multichannel customer
experience
! Leveraging live agent productivity
! Lowering cost of interaction
www.InteliWISE.com
Marcin Strzalkowski
mst@inteliwise.com +48 506 66 33 22
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2. InteliWISE Corporate Overview
! Founded in 2005 with the vision of changing the way business
websites communicate with millions of customers
! We are a Next Generation/ Web3.0 Conversation Agent solution
provider, in SaaS platform integrating AI, Video, Audio
! Focusing on Virtual Agent technologies to grow online businesses
! Silicon Valley company (Sunnyvale, California) with development
in Europe (Warsaw/Poland)
! Funded by Asseco Group, but largely by Founders, strategic
support from Intel Capital
! Executive Management all veterans of the Software Industry with
a combined experience of over 50 years with a track record of
building successful companies
Intelligent Customer Care across all platforms, improving satisfaction,
increasing sales and reducing operating expenditures
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INTELIWISE | Next Generation Self-Service Platform

3. More and more Clients are realizing the
benefits of this Platform….
800 business clients, including:
Food and Small
Technology distribution Transportation
manufacturing
! InteliWISE have created one of the most interesting avatars on the
AI market – Newsweek
Media & ! Best Website, WebStarFestival
Awards ! Award at Technicon Innovations Fair
! ComputerWorld „The Most innovative Broadband Service”
INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 3

4. Why Virtual Agents are getting on
popularity? 3 challenges to overcome
Business challenges
! 68% of online users are most frustrated
if cannot interact with a knowledgeable
‘Hi there! I need support
consultant
right now, right here!’! ! Great deal of support is a ‘must’ when
migrating clients to self service tools
! On average 90% of all customers
‘How the heck can I find queries are calls
this ???’! ! The average cost of live/call contact
with customers is $5 – $35.
! In 2008 users viewed 140M video files
‘C’mon, it’s a YouTube era ! Difficulty of cutting through information
now’! clutter - Traditional enterprise content
not engaging anymore
Source: Forrester 2007, Harris Interactive Report CER 200, Jupiter (Media Metrix), McKinsey 2005, PBI 2008 Customer Care Report
INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 4

5. Challenges for Contact Centers in the
media convergence era
! Improving customer experience while controlling customer service
cost
! Maintaining agents skills & response quality at high workforce
rotation
! Providing convenient, consistent service across all channels
! Meeting all this metrics: number of interactions handled by agents
(e.g. contacts per agent-month), First-Contact Resolution (FCR), Average
Handle Time (AHT), Total Handle Time (THT), call wrap-up time, Average
Speed of Answer (ASA), call abandonment rate, IVR completion rate,
number of escalations, service level compliance rate, etc.
INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 5

6. Natural Language Processing is one of
the leading BP automation technologies
! Innovative internet technology– that more
and more companies are using globally
! Users are using their own language and more
of its voice and sounds, instead of keyboards
! InteliWISE delivers award – winning
solution that combines
! AI technologies to help understand users’
intention when they ask questions their own
way
! Interactive video and voice - to build great
customers experience
INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 6

7. InteliWISE Self – Service Agents, with
rich video, innovative technology that more
and more companies are using globally
! Avatar: active invitation for
user interaction This is the
video “person” that interfaces with
the web user (hundreds to choose
from)
! See what is said: web
knowledge presented through
dialogue and text — based on best-
in-class Artificial Intelligence
technologies
! Query communication box:
user can input questions in natural
language, then the Virtual Agent
displays and speaks the correct
answer
INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 7

8. Behind these Conversational Agents
is… Rich Technology
Patented technologies comprise:
! Artificial intelligence analysis engine, based
on the semantic web concept and neural
network algorithms;
! Natural language processing engine, based
on multi-source knowledge bases;
! Text to speech technologies;
! Dynamic, context-based video animation
engine.
Integration with an external speech-recognition
module.
INTELIWISE: PUTTING CONVERSATIONAL AGENTS TO WORK FOR YOU

9. Enterprises use Agents
For key enterprise areas, where user’s engagement
is the key
INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 9

10. InteliWISE Contact Center
We deliver tools for improving live agent
productivity
! AnswerNow™ Call Center Search Technology
! Available to Contact Center agents, our Semantic Search immediately
help finding answers to customers questions, that are on the phone now
! Contains intelligent scripts, that contextually prompt answers
! Can be integrated with current intranet CC portals or script tools
! Virtual Trainer for Call Center agents
! eLearning video – rich application that shortens employees learning
curve
! Rich reporting statistics help collecting feedback from new employees
! Can be integrated with current eLearning applications
COMCAST | INTERACTIVE CONTENTS & SERVICES GUIDE
INTELIWISE
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11. Statistical Reporting & Analytics,
that help to capture employees intentions
! Users satisfaction ratio
! Number of conversations (time/ user breakdown)
! Number of questions responded / redirected to helpdesk
! Number of unrecognized queries
! Number of answeres redirected to Google / Other search
INTELIWISE | NEW USER EXPERIENCE WITH VIDEO AVATARS 11

12. Talk with our Agent:
www.inteliwise.com
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INTELIWISE.com | Next Generation Self-Service Platform