Talisma Corporation has announced the release of Talisma Answer, a new email add-on that leverages innovative IBM technology to automate the creation and delivery of email responses.
«Gone are the days when customers are willing to wait more than 24 hours to get a response to an email inquiry», said Dan Vetras, President & CEO, Talisma. «Weve released this cutting-edge product because we believe that customers deserve better email customer service. Talisma Answer helps contact centres significantly improve agent productivity, response accuracy, reduce costs, and help businesses provide an exceptional customer experience», he added.
Talisma Answer leverages IBMs Classification Module for OmniFindTM Discovery Edition to represent words and text passages as context vectors to automatically group data into similarly themed clusters for improved response precision and relevance. The learning algorithm is designed to adjust context vectors so that words used in a similar context will have vectors that point in similar directions. Talisma Answer learns the meaning of content based on contextual usage and then organises the content for immediate processing and retrieval. Talisma Answer also learns new concepts automatically, significantly reducing application maintenance.
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