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| CreditExpert Rolls Out a Dynamic Web Self-Service Technology CreditExpert has rolled out a dynamic web self-service technology to help customers immediately locate information on its website. Transversal's Ask a Question solution uses neural network technology to enable users to get accurate and instant answers to questions that can be asked in everyday language, improving customer service. The current economic climate and the ongoing threat of identity fraud means that people are paying closer attention to their finances. Part of the Experian Group, CreditExpert receives more than 2 million visitors each month. It helps people keep track of their credit commitments, status and credit history, enabling them to ensure they are in the best possible position when applying for credit, such as a new mortgage or credit card. CreditExpert is also using Transversal's Ask a Question as a way of answering questions quickly, allowing it to free up its contact centre agents to handle high-value and more complex customer enquiries. Each month Transversal's technology helps answer the questions of 75,000 customers online, cutting the number that need to subsequently phone or email. The Ask a Question system covers the full range of potential queries that customers may have. These include "How do I find out my credit score?", "How do I improve my credit rating?" and "How can I tell if I am the victim of identity fraud?". By using the dynamic knowledgebase behind Ask a Question, new queries can be automatically added, cutting administration. By analysing questions asked, Experian is able to understand customer needs and add content and services to ensure users always receive the highest levels of customer service. write your comments about the article :: © 2008 Computing News :: home page |