Intelligent Web Forms

Adapt to your customers' choices

An Intelligent Web Form, sometimes referred to as Intelligent Web Forms, is a compelling self-service web deployment that optimises the value and ROI of digital assets you've already invested in. The system has proven to increase self-service adoption and to deflect unnecessary contact. Using SentienceAI natural language processing technology to understand your customer's query, the intelligent form adapts to your customers' choices, suggesting relevant answers from the knowledge-base through each step of the Intelligent Web Forms form journey.

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Key features

Superior Natural Language Understanding

Four layers of sophisticated, real time linguistic SentienceAI search technology ensures the best and most popular search results appear first and fast, as our Intelligent Web Form software checks the knowledge-base for possible answers on every customer keypress to present customers with relevant answers at each stage of the form.

Data capture for first contact resolution

What makes an Intelligent Web Form such a powerful tool, is its ability to collect relevant data from a customer. Although given a choice of answers through each step of the form, should a customer still find it necessary to send an email, this intelligent form is dynamically designed to ensure that the customer provides you with all the data needed to resolve the query first time, dramatically increasing first contact resolution rates.

Seamless escalation and integration

Intelligent Web Forms enable a seamless connection into the contact centre. Live Chat triggers allow agents to resolve complex issues and deliver personalised support when the form cannot. The data from the form can be sent your CRM/email/web service interface, enabling the entire history of the Intelligent Web Form navigation and data entry to be seen by the agent when a call or chat is transferred. This means interaction context is maintained even when customers traverse from channel to channel.

Reduce unnecessary contact

Proven benefits

The combination of several Synthetix technologies makes our Intelligent Web Form software one of the most successful and compelling web self-service tools currently available. Intelligent Web Forms have proven to greatly enhance customer experience, reduce unnecessary contact and a dramatically increase first contact resolution rates.

Note: All statistics have been taken from the 2018 report into online customer service by Synthetix or reported by Synthetix clients, unless otherwise stated.

0%

Overall reduction of email enquiries.

0%

Containment rate with enquiries resolved through the Intelligent Web Form tool. ~Radial

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+ adoption rate of Intelligent Web Forms self-service when it's offered. ~Destination CRM

Performance Analysis

Powerful metrics

Detailed reports and analytics

Track the interaction, volume and drivers of customer queries to the Intelligent Web Forms tool. Expose gaps within content and identify areas where knowledge articles should be created. Perform queries and generate built-in, detailed reports through the user-friendly dashboard interface.

Complement every stage of the customer support journey

Deter customers from sending email. Reduce time spent trying to resolve a support issue for both your customers and your business. An interactive, integrated Intelligent Web Form complements every stage of the customer support journey, increases self-service, reduces calls, and lowers contact centre costs all while improving customer experience.

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The Customer Service platform that delivers amazing ROI

Synthetix delivers huge productivity gains and ROI for both enterprise and SMEs. We could do the same for you. Just estimate the number of monthly visitors that your website receives and type the figure into the calculator below to view the kind of savings Synthetix could generate for you within days.

...visitors could give you totals of:*

5000

Self-service sessions per month

2500

Deflected contacts per month

625

Agent hours saved per month

£11500

Monetary saving per month

* These estimates are based on actual, average Synthetix self-service client metrics of a 5% usage rate, 50% contact deflection rate and 15 minute average handling time for contacts by email or telephone at a rate of £18.40 per hour. Your stats may differ. Hourly rate source: Contact Center Decision-Makers' Guide 2017, Contact Babel.

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