Real Natural Language
Advanced intelligent and smart Natural Language Processing (NLP) Technology that is able to interpret queries typed in using conversational English that includes colloquial terms, synonyms, TLCs, industry jargons, spelling mistakes.
Advanced Vocabulary and Learning Capability
Contains a vocabulary of over 160,000 word meanings, with the ability to be pre-loaded with new industry terms, TLAs, synonyms, phrases and colloquial terms. Ability to continue to learn new questions and absorb new information when the project is live.
Dynamically Updated Top FAQs
The FAQs list is always updated dynamically to display real popular questions asked by the customers. Most popular questions will float to the Top 10 automatically including at the topic/category level and the most popular FAQs based on a specified period.
Noticeboard FAQs
FAQs that have not made it to the Top 10 but regarded as relevant at the time can be selected to be displayed in the Noticeboard module. Start/Expiry dates assist automation of the list of noticeboard FAQs.
Customised Design
Use our standard layout or design your own customer display screen to suit your corporate branding and image.
Email Escalation
There is an email escalation point for every question. Customers can request for a personal reply. Answers can be drawn from knowledgebase or create new. New replies are automatically stored, published if selected and can be shared reducing rework.
All questions asked are automatically captured
Any organisation can view all the questions asked by their customers in the exact form in real-time at any time, view the answers that were displayed to customers and the feedback the customers give to each of the answers.
Web-based management tools
Access into the administration and management tools via login accounts from any PC. All tools are web-based, there are no prerequisite programs required to be pre-loaded.
Centrally Managed Knowledgebase
Centrally manage existing and addition of all questions and email requests. Knowledgebase can be shared intra and inter departmental and across networks.
Workflow Management
Email and Approval Workflow modules allow an adminstrator or a manager to authorise the content of the email replies before the replies are sent and the new/edited answers before the information is published on the website.
Create simple answers
No duplication is required from your current content/document management system. Create simple Answers containing images, flash, video, links to another website, documents and forms.
Categorisation
File questions and answers into categories for easier management of knowledge base. All customer questions received are automatically categorised enabling detailed reporting at the category level.
Start/Expiry Date Parameters
Start/Expiry date parameters can be set for all or selected questions and answers. Reminder alerts are emailed to nominated staff when answers are about to expire. Expired answers will become unpublished.
Reminder Alerts
Set alerts to remind you when a new email query is received, questions with start/expiry dates are due to expire, content is due to be reviewed, new and amended content is waiting for approval. Alerts can be set up to go to a single email address or a group.
Graphical Statistics, Charts and Management Reports
The Management module produces real-time statistics and a bird's eye view on the organisation's project activity. Standard reports include detail customer questions and staff activity, audit trail of new and edited work, top questions, top topics and many more. More reports can be customised as requested.
Cross Project
Each department within an organisation can contain and maintain their own knowledge base of Q & As. At the customer service level however when a customer asks a question, aQtual will search across the multiple projects within the organisation for the correct answer.
Enhancements and New Features
Enhancements and new features are developed based on our customers usability feedback. New features are regularly updated. This ensures that aQtual remains user-friendly and is a value-added service for all our clients.