TDC expands project with Dezide on intelligent customer service

May 24, 2012 - PRLog -- Dezide Advisor is a knowledge management solution based on artificial intelligence which will guide users to the correct solution in the most efficient and user-friendly manner. In 2010 Dezide entered into an agreement with TDC to use the system to improve processes and quality in their customer service. TDC is the largest telecom operator in Denmark.

The system has now been implemented in the call center of TDC Privat (consumer customer department) as well as TDC’s online self-service universe, see, e.g., http://kundeservice.tdc.dk/privat/internet/ under ”Guide til bredbånd” (unfortunately only in Danish).

The goal is to provide customers with the best possible assistance whether they call TDC’s call center or use self-service on tdc.dk. The solution is a so-called multichannel solution which ensures that the same messages and guidance can be delivered via different channels such as phone-based support and self-service. The solution will assist TDC’s customer service employees in delivering quick and complete responses to questions.

TDC has now decided to expand the project such that the system will also be used within the business and wholesale areas. These two projects will be carried out during the second half of 2012.

About Dezide Advisor

Dezide’s Advisor software is market leading. It is based on artificial intelligence which renders the system self-optimizing and self-learning. This means that it will learn from the users’ questions and answers and deliver better guidance in the future based on this. The system contains intelligent guides which suggest questions and solutions in an optimal sequence of steps until the user’s problem is solved. These guides can be constructed such that they can be used both in the call center and by the customers.
In addition to the intelligent guides, the system also contains functions to make it efficient in a busy call center working day, such as a good search engine, automatically sorted FAQ articles, easy integration with other call center tools, many administrative tools, as well as the option to auto-respond to questions by integration to customer databases and technical and diagnostic systems.