Conversagent, a developer of online customer service software solutions, recently announced the launch of an Automated Service Agent (ASA) for Harrisdirect.
The new service has been branded “Ask Harrisdirect”. Harrisdirect is the first online brokerage to deploy a self-service customer service technology of this kind. The ASA is available within the customer service section and provides information about trading, account management and other general investment questions.
“Harrisdirect is committed to leading the online brokerage industry with innovative solutions that create a unique online investing experience that empowers clients to be better investors. Providing clients with better tools, enhanced access and superior information supports our business model and our commitment to client service.
Conversagent’s ASA solution serves our clients’ demanding requirements for high-quality service and information access, with accurate responses in real time,” stated Michael Hogan, Chief Operating Officer for Harrisdirect.
The Conversagent ASA System also provides Harrisdirect with secure web-based reporting and analytics. The ASA Management Console includes a Knowledge Management interface which allows non-technical customer service representatives the capability to add, edit and publish content within the “Ask Harrisdirect” application.
“Our research has shown that online customer self-service solutions that support natural language interactions can be more effective than traditional search and browse models. Conversagent’s ASA addresses this need by engaging customers in natural language conversation and providing answers to queries based on context and meaning.
This capability is particularly important in industries like financial services, where relationship building is critical and the context for questions may be as important as the questions themselves,” stated Allen Bonde, president and founder of strategic advisory firm ABG, Inc.
“Large organizations are recognizing the customer loyalty and cost-savings benefits associated with the use of Automated Service Agents. We are proud that our solution has been chosen by Harrisdirect, a company consistently recognized for its high standards in customer service,” continued Steve Klein, CEO Conversagent.
WebProWire links to thousands of internet industry articles each day.
