The goal of the ATG Wisdom strategy is to take ATGs background in providing relevant information to its commerce customers—Best Buy Co. Inc., Neiman Marcus, Finish Line Inc.—and apply that to the service industry. With that in mind, the Wisdom strategy enables targeted content delivery to meet individual needs, ATG officials said.
That concept is put in place with ATGs Wisdom Service Suite, available Wednesday. The suite comprises a set of seven applications that enable users to customize their environment based on service interactions. It also enables customer service representatives to obtain and provide information across multiple formats, including the Internet, e-mail, mobile devices, and call centers themselves—throughout a products lifecycle.
Within the suite of applications, ATG Knowledge is the customer service platform, which is supported by the other namesake applications. ATG Response Management handles inbound e-mail, Web forms and mobile devices. The Self Service application provides natural language processing, while the Forum application provides community discussion features. The Commerce Assist application enables e-commerce support, while the Advisor application enables guided problem resolution. The Outreach application provides time- or transaction-based services.
The Wisdom suite has functionality that automates rule-driven knowledge management and task routing. A configurable user interface adapts to users needs by enabling customer service agents to personalize their workspace and track usage.