GT will leverage InQuira’s Knowledge Management software platform and customer service application expertise to provide faster, more effective support solutions for IGT’s Web self-service customers and call center agents.
InQuira’s Knowledge Management platform includes industry-acclaimed support for capturing, authoring and refining support-oriented content through a systematic workflow and publishing cycle, as well as intelligent search technology that discerns user intents and applies full natural-language approaches for matching searches to available content.
Its intelligent search module is particularly well-suited for customer service applications because it analyzes all search words for relevance, not just the keywords. In addition InQuira’s Knowledge Management platform continually analyzes the user’s experience to not only pinpoint missing content topics, emerging customer intents and successful and unsuccessful self-service routines, but also reward and encourage effective content authoring.
The InQuira Knowledge Management platform will provide IGT with a consistent, continuously-improving knowledge base for web self-service and agent-assisted support that increases the ability for customers to self-serve and shrinks the volume of escalations to call centers agents.
"We want our customer service experience to consistently improve while keeping pace with the innovations we are introducing," said Jack Angelo, VP of Systems Services, IGT. "That’s why we invested in InQuira’s Knowledge Management platform, Web self-service application and seamless integration with SAP’s CRM system for our customers and call center agents."
"We applaud IGT for investing in their customers’ and agents’ experiences, and for looking at the impact this will have on the long-term success of the company," said Mike Murphy, CEO of InQuira. "InQuira’s Knowledge Management platform has become the backbone for dozens of global support organizations intent on both harmonizing the delivery of support knowledge across all customer touch points, and driving up user satisfaction while reducing the cost of customer support."