Richardson, TX (PRWEB) August 07, 2014
Lymba, a software developer known primarily for their language-based artificial intelligence programs, has signed on Emerson to use their PowerAgent customer service solution that is designed to dramatically reduce customer service response time for companies that process a large volume of customer service requests.
Currently integrated with the SalesForce Service Cloud and Oracle Siebel, and soon to be available on other CRM platforms, PowerAgent receives email and web-based customer service inquiries and is capable of interpreting the content of the message in five different languages and can answer most questions from an existing knowledge base within 30 seconds, and forward those it can't to a live customer service agent with suggestions for possible appropriate responses.
Lymba CEO, Dan Moldovan, said, "One of the most unique things about PowerAgent is that the software actually learns based on what options live agents use when they respond to a question and then begins to answer similar questions based on that feedback."
By automating responses to approximately 30% of inbound requests and offering suggested responses, PowerAgent also reduces the amount of time it takes for support agents to read messages and formulate original responses. In addition to sending out automated responses and offering suggested responses to live agents, the software is capable of interpreting sentiment and routing them to different levels within support staff based on whether the feedback is positive or negative.
Formed in 2005 as a spin-off of Language Computer Corporation, Lymba has been developing programs designed to make unstructured information easily accessible. Lymba has participated in numerous government-sponsored Research and Development programs and is currently focused on bringing to market a variety of CRM and SaaS tools to enhance B2B efficiency and communication.
For more information, please contact:
Betsy Elaine Tyurin
(972) 680-0800, ext. 105; btyurin(at)lymba(dot)com