Hi!
We develop
advanced
cross-channel
Software
Solutions
designed to provide
the
most effective
interaction
with your
clients
,
improve
customer satisfaction
and
reduce
management
costs
About us
H-care was founded in 2005 and rapidly became a leading international provider of digital service, customer care and multi-channel self-service technology.
Part of the PAT Group since 2009, H-care successfully developed the ground-breaking Human Digital Assistant™ platform as well as
intelligent VR systems. As a result H-care has become the foremost provider of software solutions for advanced assistance using realistic virtual
We develop technology solutions designed
to help you provide effective self-service
assistance to your client across
Multiple Channels and
one2one
.
This is how we help you improve the
customer experience and look after your
most important asset: your client.
Your
Customer
is
King
so
roll out
the
red carpet!
multiple channels
one2one
self-service
“We see our customers as invited
guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer
experience a little bit better.” Jeff Bezos
Our solutions have been designed to allow senior management to
understand then improve the customer experience. We develop customer centric solutions that give companies the ability to create a direct,
personalized dialog with clients or consumers through a variety of
CROSS-CHANNEL
INTEGRATION
Coordinate and manage
communication across all inbound and outbound channels on a single platform
SELF SERVICE
Provide effective solutions to user issues with no use of human resourcesINCREASED
COVERAGE
Provide 24/7Business units
Customer Care
Marketing & E-Commerce
•
Provide the means to supply cross-channel customer support including through new media ( social & mobile )•
Make interactive self-service tools available to your users so as to provide rapidresponses to first level service requests
•
Offer 24/7 support via the digital assistant•
Define dynamic routing and intelligent channel and resource management rules•
Produce significant reductions in customer support costs•
Integrate inbound & outbound channels•
Provide greater service coverage•
Reduce response times to clients•
Improve both Customer Satisfaction & the overall Customer ExperienceFUNCTIONAL OBJECTIVES STRATEGIC OBJECTIVES
•
Perform outbound campaigns across multiple channels•
Provide personalized one2one service to customers•
Rapidly apply personalized marketing rules•
Present targeted content and offers based on user behavior•
Choose the most appropriate channel for dialoging with users•
Extend the Brand•
Create a proactive dialog with users•
Improve the Customer Experience•
Proactively generate new leads•
Provide the best possible support to users during purchasing•
Increase purchase /lead generation conversion ratesBraininteractive
Introducing
Authoring
Tool Admin Panel
Semantic Modeller Operator
Panel
MOBILE SOCIAL VOICE SMS MAIL FAX MEDIA
WEB
BUSINESS MANAGER
Website App/Mobile Social
Account PBX/CTI
SMS Gateway
IVR Face Engine Semantic Engine
Mail Server Fax Server Media Connector
ASR TTS TTS OpenGL
CROSS-CHANNEL LAYER
INTERFACES
BRAIN
TECHNOLOGIESSemantic Modeler
CONTENT EDITOR
Braininteractive infrastructure
The application core
Brain
The Brain is the application core of Braininteractive that manages the technologies used to provide the service and which integrates into corporate IT
infrastructure and dialogs effectively with Helpdesk, CRM and /or ERP systems.
VOICE SMS APP WEB MEDIA EMAIL SOCIAL
Brain
IT SYSTEMS
HELP DESK
CRM/ERP
SUPPORT TEAM MARKETINGGOVERNANCE OF
MULTICHANNEL
TECHNOLOGIES
APPLICATION OF
BUSINESS RULES
PROACTIVE
BUSINESS ORIENTED
The technologies
Authoring Tool
The Authoring Tool is designed to define and manage process, behavior, routing
and user communication flow rules. Very easy to use, the Authoring Tool allows
rapid management of all multi-channel communication routing rules as a part of
customer care and marketing processes.
Semantic Engine
The
Semantic Engine facilitates the creation of a dialog with the user by
interpreting human speech and then querying the knowledge base so as to provide
rapid, precise responses. The Semantic Modeller is the learning interface through
which Semantic Engine capacity is developed progressively so as to increase its
ability to provide accurate responses in the shortest possible time.
Virtual Assistant
Authoring Tool
Governance of technologies, information and behavioral rules
The Authoring Tool is the graphics editor designed to provide easy governance of the various
technologies used in a multi-channel system as well as dynamic definition of information routing
rules, channels and inbound/outbound dialogs with clients.
The Authoring Tool is designed to define and manage process, behavior, routing and user
communication flow rules. Very easy to use, the Authoring Tool allows rapid management of all
multi-channel communication routing rules set up in customer care and marketing processes.
Semantic Engine
The H-care semantic engine (BrainInteractive semanticEngine) is a software solution that produces automated responses to questions asked at the same time from a variable number of users.
The basic paradigm is the Question Answering systems based on the classification of the questions: 1) The user sends a question from a certain semantic area to the engine
2) The system is pre-trained on a group of semantic areas which includes the area which the user is interested in 3) The system then classifies the question and associates an answer to it
The BrainInteractive semanticEngine is architected on a combination of innovative, state-of-the-art technologies for text classification. The components used have been developed over time by H-care based on research and partnerships with national and international institutions.
Strengths
INNOVATIVE - the BrainInteractive semanticEngine is architected on state-of-the-art latest generation technologies
developed over time by H-care based on research and partnerships with national and international institutions.
SIMPLE - the BrainInteractive semanticEngine enables even non-technical staff to create and manage the knowledge
base with ease, providing:
- a significant reduction in development and updating costs - a significant reduction in development and updating times
Category management
Define content categoriesTop questions
List of the most frequently asked questions
Q/A creation
Generate answers associated to semantically similar questions
Semantic-based interpretation created using the Modeler interface and knowledge
base. This is the key component in developing progressive improvements in
automated dialog and self-service support capabilities
Semantic Modeler
Face Engine ( OpenGL )
Real-Time Rendering of theVirtual Assistant
The human face assistant designed to make digital support feel more... human!
Available over multiple channels including the Web, Social ( Facebook ) and Media, the
BrainInteractive Virtual Assistant is quite simply the best and most human-like digital
assistant available.
Virtual Assistant
Virtual
Assistant
TTS
Text to Speech TechnologyThe channels
Automation for IVR systems to provide self-service, dynamic and proactive information over the telephone
VOICE
Automated management of text messages (SMS) for both inbound & outbound campaigns
TEXT MESSAGE
Self-service customer care to create an interactive dialog with users via a digital assistant
WEB
Automation of email & fax for outbound campaigns
EMAIL/FAX
Extend the user experience by making use of the newest
platforms ( mobile Apps & Kiosk )
MOBILE/MEDIA
Using social media as an extended channel to create a proactive
one2one dialog
SOCIAL
Automation for IVR systems to provide self-service, dynamic and proactive information over
the telephone
Voice
Brain
IVR/CTI
AUTHORING
TOOL
Defines inbound & outbound routing rules and provides dynamic one2one content management
Authoring Tool
Connector HELPDESK /CRMIVR/CTI
INTEGRATION
Full integration with existing IVR-CTI-PBX systemsBACKOFFICE
INTEGRATION
Integration into backoffice systems (CRM/ERP/HELPDESK) for data synchronizationProvides a personalized, profiled (predictive menu) welcome to users based dynamic recognition and the acquisition of personal details.
Gives personalized, dynamic information on case status or the documentation attached to an offer etc.
Automated management of text messages (SMS) for both inbound & outbound campaigns
Text message
Brain
SMS Gateway
BACKOFFICE
INTEGRATION
AUTHORING
TOOL
Defines the dialog rules for the user and processes outbound activity via text message
Authoring Tool
Connector CRM/ERPSMS
Gateway
Governed by theBrain, this tool
manages inbound & outbound
campaigns Integration into
Authoring Tool
Self-service customer care via the Web. Provides assistance in three different ways so as to
effectively respond to different integration and functionality needs
Web
chatbox
assistant
div
Self-service customer care via mobile apps, kiosks and netTV to exploit newest generation devices as
a marketing tool and support channel. This takes service to a new level so as to build customer loyalty.
Mobile & Media
Brain
http/https/XML WebservicesAuthoring Tool
Connector HELPDESK /CRMBrainInteractive provides management of interactive kiosks, NetTV and other devices. It provides interactive dialog with users using a device or other channels such as email and social media.
Here too the authoring tool provides control over the mode of interaction.
BACKOFFICE
INTEGRATION
Integration into backoffice systems (CRM/ERP/HELPDESK) for data synchronizationAUTHORING
TOOL
Automation of the Social Media channel ( Twitter ) and synchronization with other channels offering
clients an innovative, functional customer experience.
Social Media
Automate customer service via Twitter, perform constant
screening of the messages sent to one or more Service
designated Twitter accounts and identify the best response
to give to the user.
When a message is sent to the service designated Twitter account, OnSocial calls on BrainInteractive to coordinate the flow of responses to the user based on rules defined by the AuthoringTool.
It can provide responses to a request through the semantic engine and point users to a web page or assign the ticket to a service support team member via service desk software that will then answer on Twitter.
Dear @jackwhite, you can get information on the service you need
here: http://bit.ly/sd8rd
Advanced Customer Service using the
Voice channel
Vodafone's new IVR is based on the H-Care BrainInteractive
platform which creates dynamic, personalized prompts and menus in
real-time.
ITALIA
Self-Service Customer Care
using the Voice channel
H-care's Intelligent IVR enables over 2.800 phone lines.
2800+
Increase in self-service interaction.
42%
Every customer calling will receive a unique experience created in real-time based on on corporate
business rules, customer care priorities and commercial strategies.
Results: Self-service adoptions increase by 42%.
The web-based Authoring Tool application allows Customer Care Operators to access and maintain IVR
content, menus, prompts, conditions and business rules with no need for particular technical skills. IT
Operations have full control over the content workflow.
Results:
•
Reduced time-to-market so as to respond to new marketing challenges and satisfy customer needs.
•
Dramatic reduction of IVR flow management costs: from 6-10 skilled IT staff to one “Voice content
and process specialist”.
Vodafone's Key Success
Factors on new IVR 190
Business Driven
Authoring Tool for Content Creation and real-time editing by non-technical users
Real Time
Legacy/CRM access in real-time through standardized SOA connectorsMulti-channel
Suports IVR, Web, Kiosk & Mobile at the same time
Integrated with IT
Systems
SOA Architecture integration
IT friendly
Realtime publishing with workflow and simulation
Compliant to
Standards
W3C VoiceXML 2.1 Standard compliant
Cost effective
Costs for effective IVR lines
Dynamic content
Real-time personalized menus and prompts for
Digital interaction & Self Service for a better
customer service
Multi-channel customer care
and self service technology
E
Telecom Italia adopted the Human Digital Assistant in 2006 to increase
self-service access for residential and corporate customers. Now in its 3rd year the
platform is managing both Web and IVR self-service channels providing vastly
improved performance in reducing the cost of customer operations.
Telecom’s Key Success Factors
Branding
Contribute to brand awareness by enriching the value proposition via
innovation and personalized interaction
Caring
Simplify self-service access while providing a
unique message through every channel
Revenues
Promote and create new Value Added Services exploring new business
models with highly personalized interaction
Savings
Benefit from the deepest multi-channel self-service paradigm and reduce calls
to operators
Features of the Digital Assistant:
• Personalized content on every page • Face with audio or text-only
• Summary of personal data
• Summary of latest bills • Suggestion of useful links
• Alerts on pending trouble tickets • Evidence of spending increases • Promotions and upselling
• Opening trouble tickets
• Detailed personalized explanations
• Help on every line of the invoice • Highlight relevant content on page • Push of relevant URLs
• Drill-down guidance
• Recommendations on best rates and promotions
Pat Group: Corporate en-1.00
Pat Group is the Italian company that has contributed to the success of more than 600 Italian and international companies for over 20 years by creating software solutions to improve their businesses, their information processes and to manage their most important asset: the customer.
Our goal is to provide to each organisation, public and private, solutions and software tools to improve the acquisition of new customers, offering tools for multi-channelled customer care and automating the management of
corporate IT processes.
