Example of Analyst Coverage 2

© 2014 IntelliResponse Systems Inc. ANALYST ROUNDUP: Third Party Research Firms Evaluate IntelliResponse | 1
ANALYST ROUNDUP:
THIRD PARTY RESEARCH FIRMS
EVALUATE INTELLIRESPONSE
When exploring your options for virtual agents and
digital self-service, it helps to get unbiased analysis from
objective third parties. IntelliResponse is regarded as an
industry leader in digital self-service and consistently gets
high marks from independent industry analysts.
In this report, we’ve compiled some of the highlights from
these in-depth analyst reviews so that you can easily see
what the industry experts have to say about our solution.
At the end of the report, we also provide links where you
can access the original reports, authored by the analysts,
free of charge.


IntelliResponse Ranked #2 out of 100+ Firms
OPUS RESEARCH KEY SCORING CRITERIA
There are over 100 providers of “chatbots” and intelligent automated agents
to support mobile search or enterprise customer care. For this report, Opus Research
has narrowed the field to eight solution providers who have distinguished themselves
from a much broader field when subjected to three evaluation criteria that are crucial
qualifiers for providers of mobile PVA platforms and solutions:

Opus Research Highlights on ‘Why IntelliResponse?’
IntelliResponse scores very highly, thanks to a long history of problem solving for banks,
educational institutions and telcos around the world. It has built robust conversational
interfaces that support an enterprise’s ability to provide the “one right answer” to
questions that are posed in a customer’s own terminology.
In many instances it has installed conversational systems that track the intent and
meaning of a customer’s utterance.
EVALUATION CRITERIA INTELLIRESPONSE

SCORE OUT OF 5
Mobile Focus: Has made significant investment to bring
a mobile channel focus to its offering.
Conversational Beyond natural language processing, conversation
Interface: management detects context and exhibits
human-like behavior to take turns in the course
of interacting with individuals.
Multiple Having multiple, successful implementations reflects
Deployments: that the platform is a mature, generally available
product that is in operation and supported
commercially by the parent company.
4
5
5
Opus Research Awards IntelliResponse Top Tier Rankings

“Champions” receive high scores for most evaluation
criteria and offer excellent value. They have a strong market
presence and are usually the trend-setters for the industry.
Info-Tech’s Checklist on IntelliResponse Benefits
• IntelliResponse Virtual Agent is a privately hosted, SaaS product
that can be embedded into any website, mobile, or social channel
to facilitate customer self-service. It can also be deployed on the
agent’s desktop to assist with agent-facing service
• IntelliResponse’s Virtual Agents can be deployed on organizations’
websites, social media sites, or in the call center. These virtual
assistants can provide quick answers in a chatbot style or in the
form of customizable animated characters.
• The product is a good fit for organizations looking for usability
and extreme customizability of their multi-channel self-service
solution.
• It has an excellent analytics feature, VOICES:
a newly introduced algorithm that derives
actionable themes and trends about customer
inquiries to help drive business decisions.
• Optimized for mobile devices and equipped with voice
recognition technology, these Virtual Agents have been
deployed by some of the world’s largest brands.
• The vendor’s innovative approach to pricing is different
from competitors: it is based on the estimated annual
volume of questions answered from all channels rather
than seat-based fees.
• In addition to full internationalization at the core architecture
level, virtual agents can support a wide array of languages
including Japanese, Korean, Chinese, English, French,
and Spanish.
• Internal search features are strong and include a
predictive matching engine used by Virtual Agents.
Info-Tech Awards IntelliResponse CHAMPION Ranking

IntelliResponse VA earns an EXCELLENT report card. We recommend that B2C
of any size consider IntelliResponse to add cross-channel virtual assisted-service
to their customer service application portfolio. Its virtual agents are fast and easy
to deploy and can deliver accurate and consistent answers to any customers’
questions, lowering cost to serve and improving customer satisfaction.
Highlights of Greenhill’s Evaluation of IntelliResponse
POWERFUL KNOWLEDGE MANAGEMENT SERVICES Knowledge management services
are excellent. IntelliResponse packages services required to support a knowledge
lifecycle—creating, editing, and deleting knowledge resources and for publishing,
archiving, and managing changes to knowledge items.
AUTOMATION FOR FASTER DEPLOYMENTSpecification of matching rules is the most
difficult and time-consuming design time task for initial virtual agent deployment. It’s
a task that usually requires the assistance of the virtual agent supplier’s consultants.
Not the case with IntelliResponse. Automatic Criteria Generation generates the rules
completely for every response from a set of representative questions [automatically].
ANALYTIC FUNCTIONALITY Analytic functionality in IntelliResponse is excellent, a
key strength and differentiator of the product. Instrumentation is comprehensive.
Large sets of predefined reports present information about virtual agent resources,
usage, and performance. Powerful and configurable analytics provide deep insights
that help analysts understand the effectiveness, and efficiency of virtual agents
and themes and trends in customers’ questions.
INTELLIRESPONSE VOICES VOICES is an attractive, useful, and high-value application.
Customer service, product, and marketing will use VOICES to develop, implement,
measure, analyze, and refine their strategies, programs. Significantly, it leverages
IntelliResponse resources; the data that IntelliResponse instruments for its reports
is exactly the data that is the input for VOICES. VOICES is a powerful analytic
application for IntelliResponse, a significant strength and differentiator.
VIABILITY IntelliResponse is a viable company. Its business has been growing rapidly
over the past few years. 2013 was its best year ever for customer growth and revenue.
It has positioned itself in a hot market segment. IntelliResponse is a leader in that
segment with clear and significant competitive advantages. Product plans will make
IntelliResponse more attractive for more applications in its target market.
Greenhill Analysis Gives IntelliResponse ‘Excellent’ Scores
G r e e n h i l l A n a l y s i s

OVUM Recommends Evolving Web Self-Service
with Virtual Agent Technology
Why Virtual Agents?
• Enterprises need to find more efficient ways to push information to customers
via web and mobile channels in order to improve resolution rates in self-service.
A market has emerged for virtual agent tools, which use analytics to understand
the context behind customer queries and automatically push content and
answers back.
• Use of virtual agents is likely to grow steadily as enterprises look to improve
their web support options.
• By implementing an intelligent virtual agent, enterprises can improve query
resolution on the Web, increase customer satisfaction, and reduce costs.
• Understanding customer behavior and trends is vital for improving
satisfaction and experience.
Why IntelliResponse?
• IntelliResponse is a key player in the virtual agent market, offering
enterprises a complete knowledge management and analytics solution.
It has the ability to interpret text and voice queries and then push
information directly to customers on web pages, via chat, or
through social media.
• Enterprises looking for a virtual agent product should evaluate
IntelliResponse, a specialist with a well-rounded product offering and
knowledge management capabilities.
• Enterprises should work closely with IntelliResponse to design and review
their online capabilities, matching automated responses to customer needs.
They should consider tracking customer satisfaction and challenges
throughout the process using the IntelliResponse Voices product.
• IntelliResponse’s add-on products, Offers and Voices, provide additional
value to enterprises by allowing them to better track customer behavior
and improve up-sell opportunities in self-service.

OVUM on IntelliResponse Core Products
This product incorporates knowledge management
and analytics. It interprets the context of questions on
FAQ pages or chat, and pushes the right answer straight
to the customer. It uses intent recognition to understand
the context and search through existing knowledge
articles, before tailoring a direct, specific response to
a customer via text.
This product is aimed at improving up-sell and
cross-sell opportunities. It uses question matching
within an FAQ site and pushes discount codes and
offers to customers based on the search. The information
appears via a banner ad or within the textual reply itself.
The aim is to increase sales without being too intrusive.
This product uses analytics and natural language
understanding to determine customer opinion and
issues. It provides a reporting option for the enterprise,
based on the customer queries and information
analyzed by the Answers
ANSWERS
Download All the Original Analyst Reports
Opus: Evaluating Enterprise Virtual Assistants
Info-Tech: Vendor Landscape: Customer Service Knowledge Management Suites
Greenhill: IntelliResponse Virtual Agent
Ovum: Evolving Web-Self-Service with Virtual Agent Technology

info@intelliresponse.com 1-866-454-0084
Get a Free, No Obligation Analysis of
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Compliments of IntelliResponse and Forrester Research, Inc.
Next Steps?
Gartner predicts that by 2020, the
customer will manage 85% of the
relationship with an enterprise without
interacting with a human. The time to
deploy a virtual agent solution is now.
IntelliResponse Virtual Agents deliver
cost savings, revenue opportunities, and
voice of the customer insight to hundreds
of organizations worldwide. Contact us
today to see how we can help your
organization meet the needs of today’s
digital customer.
© 2014 IntelliResponse Systems Inc.

Example of Analyst Coverage 2

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Example of Analyst Coverage 2