DALLAS, Nov. 15, 2013 /PRNewswire/ -- Lymba Corporation, an emerging technology leader in Natural Language Processing (NLP) and Semantic Technologies, today announced a strategic partnership with CRM Evangelist, LLC to launch PowerAgent for Salesforce starting in the Southeast territory of the United States.
"We are excited to be introducing so many innovations in a single product. PowerAgent simultaneously reduces contact center agent workload, while improving customer experience." Christine Nezda, Director of Engineering at Lymba, continues "Leveraging the power of Cloud computing, PowerAgent is not only cost effective, but also highly scalable, capable of automatically processing well over 100,000 incoming customer emails per day."
"We are committed to enabling advanced service automation benefits to our customers and leaders of CRM best practices. Companies must continuously balance cost with immediacy when responding to customer inquiries. And Lymba's PowerAgent is an excellent answer to both" stated Raymond Howington, Founder and President of CRM Evangelist.
Key Product Features
PowerAgent uses artificial intelligence algorithms that learn and improve with use over time. Previous auto-email response products use simple manually created fixed rules that depend on keyword matching. PowerAgent learns and "understands" a company's unique product or service categories to identify correct solutions to customer problems. In cases where the system's response confidence is below a user configurable threshold to automatically respond, it will suggest a short list of probable solutions to a human agent who can either select a choice or provide an entirely new solution. The human agent's choices are used as feedback to improve PowerAgent's solution matching algorithms for future cases.
Using advanced Natural Language Processing, PowerAgent is able to determine both customer sentiment and the language of incoming emails, resulting in more personalized and accurate responses. For international contact centers that support customers who speak English, French, German, Italian, or Dutch, solutions returned to the customer match the language of the original service request. Automatic detection of customer sentiment facilitates intelligent routing and resolution of serious customer issues before they have a chance to escalate.
ABOUT CRM EVANGELIST
CRM Evangelist, LLC (www.crmevangelist.com) helps business leaders innovate their sales, marketing, and service operations with technology. As a trusted Salesforce.com Silver Cloud Alliance partner, CRM Evangelist offers extensive expertise to accelerate performance and quality with customer relationship management. With offices local to Atlanta and Dallas Fort Worth, they have valued clients from coast-to-coast.
ABOUT LYMBA CORPORATION
Lymba (www.lymba.com) is an emerging technology leader in Natural Language Processing (NLP), Semantic Technologies, and Knowledge Management (KM). They provide software for both the Enterprise and the Cloud and have successfully served businesses in the Commercial Sector (financial services, healthcare, retail, and other industries), as well as Government (intelligence community, DoD, Health & Human Services, and law enforcement) since 2006.
1701 N. Collins Blvd., Suite 2200
- PowerAgent Website
- PowerAgent AppExchange listing
- Twitter: @LymbaCorp
- YouTube: http://www.youtube.com/user/LymbaCorporation
- LinkedIn: http://www.linkedin.com/company/lymba-corporation/
- Lymba Website: http://www.lymba.com
- CRME Website: http://www.crmevangelist.com
SOURCE Lymba Corporation