Artificial Solutions Positioned In The Visionary Quadrant Of Leading Analyst Firm's Magic Quadrant
Artificial Solutions announced today that it has been placed in the visionary quadrant of Gartner, Inc.'s 2011 Magic Quadrant for CRM Web Customer Service.
Online, October 4, 2011 (Newswire.com) - Artificial Solutions, the natural language interaction specialist that enables users to have a meaningful, humanlike interaction with technology, announced today that it has been placed in the visionary quadrant of Gartner, Inc.'s 2011 Magic Quadrant for CRM Web Customer Service*.
Showing a change in drivers for optimising web customer service the report notes, "An interesting observation between the 2010 and 2011 Magic Quadrant research is that buying behavior today favors the deployment of new channels to reach new customers than that of cost saving, which was the primary decision making driver in 2010."
The report also highlights the common key issues for organisations through 2013 including how the contact centre evolves to handle the multichannel customer, including Web and mobile interactions; strategies enabling customer participation through the Web using social networking and the associated social CRM software and processes; and how solutions for enterprise feedback management evolve.
Artificial Solutions' Teneo Platform enables users to interact with technology via intelligent, humanlike, two way conversations in their own language across a range of channels using voice or text. Based on business rules and data accessed from enterprise systems to serve content relevant to individual users, Artificial Solutions' patented natural language interaction engine is able to achieve first-time resolution rates of 85% and above. The natural language interaction engine at the heart of the Teneo platform is used to build intelligent, automated capabilities for both web and mobile and across a range of channels spanning online virtual assistants, email, web-chat and social media.
"We're please that Gartner has placed us in the visionary quadrant and that they recognise our ability to deliver innovative products. Natural language interaction is a critical component in developing automated solutions across different channels," says Andy Peart, CMO of Artificial Solutions. "This year we've taken it a step further, simplifying the process of implementation by putting the business user in control rather than a technical linguistic expert. The end result has enabled our clients to react faster to new opportunities, whilst making significant cost savings and increasing brand loyalty, through delivering improved customer service. "
*Gartner, Inc. Magic Quadrant for CRM Web Customer Service, Johan Jacobs, September 19, 2011.
ends
About the Magic Quadrant
The Magic Quadrant is copyrighted 2011 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
About Artificial Solutions
Artificial Solutions is a specialist in the field of Natural Language Interaction (NLI), enabling humans to interact with technology via intelligent, humanlike, two way conversations in their own language across a range of channels using voice or text.
The NLI Engine is typically deployed in three ways; as a software-as-a-service that enables organizations to improve customer experience and reduce the cost of servicing online queries; as virtual sales assistants helping "e-tailers" guide customers through complex product sets, recommending, up-selling and reducing shopping cart dropouts; and as embedded technology on mobile computing devices with apps developed across a range of deployments such as gaming, music or social media.
With its development centre in Stockholm, its employees represent 30 nationalities in offices in Sweden, Spain, UK, Italy, France, Slovenia , Germany, Denmark, Japan and the Netherlands. For more information, visit www.artificial-solutions.com