Business Value

Conversive live automation® is the only product on the market that combines automated conversation with live person-to-person chat -- giving you the most efficient way to utilize your most expensive commodity: human resources.

Solution Value

Conversive Live Automation® integration into the BMC Remedy AR System provides a single tracking and resolution tool of customer issues for Service Desk personnel.

Key Features and Benefits

• Conversive Live Automation® integrates with the BMC AR System at the server level.
• Integration utilizes the Remedy AR System .NET and COM API
• Incidents are created using a form "HPD:IncidentInterface_Create" on the Remedy AR System and people are created by using form "CTM:People". Existing Remedy Service Desk forms and databases are not impacted by this integration. A filter named "GetPPLInfoEmail.def" is created to search the customers using the email address.
• By logging into the Incident management console detailed analysis of customer issues can be performed and the issues can be resolved quickly.

Contact

http://www.conversive.com

Headquarters
3806 Cross Creek Rd.
Unit F
Malibu, CA 90265
USA

Company Background

Conversive provides conversational self-service solutions. With 10 years of development and experience, Conversive has the most mature and sophisticated technology in its space. Conversive's solutions can either be deployed in an unattended mode as a web application, or in attended mode as a chat application. In either mode they rapidly reduce service burden, increase adoption and enable continuous improvement. Conversive's clients include PSE&G, the University of Phoenix, and Qantas Airways. Conversive benefits from a high-level relationship with IBM Research, currently focused on advanced platform development, foreign language support and innovative speech recognition strategies.