InteliWISEwww.inteliwise.com

How Web3.0 Conversational Agents will optimise customer care costs and boost e-sales?

InternetWorld, April 2008 1

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Founded in 2005We were pioneers in Internet: some of us established a portal a few months after Yahoo. We have now more than

30+ highly qualified experts in IT, Knowledge Engineering, Sales and Marketing; and billions of esourcing agents waiting to help you.

Big picture: Internet 3.0 IndustryNext generation of internet with will be based on Artificial Intelligence solutions Online business processes will rely on intelligent technologies and will require natural user interface

Surging market: Online Customer Service automation will be increasing by up to USD 2.9 bn until 2010 (Jupiter Research), InteliWISE Pioneering solutions

Company developed solutions to optimize processes of on-line customer care and electronic sales through Artificial Intelligence, best–of–class Web 3.0/Semantic technologies;

The Company’s solutions, including Intelligent Web-self-service, e-Service, Web Information Centre are employing virtual agents: consultants and salespersons, providing the exceptional, natural users’ experience.

Company carried out the first successful client implementations: LOT Polish Airlines, The Crowley Group, Carolina Medical Centre and Public TV;

Company’s US patented technologies Artificial Intelligence reckoning engine, based on semantic web concept and neural networks algorithms; Natural language processing engine, based on multi - source knowledge bases;Text - to- speech technologies and possible Speech - to - text integration; Dynamic, context-based video animation engine;Competitive advantages: Multi-Channel, Highly Scalable, Functionally Rich, Enterprise Class, Full On - demand solution

Partnership in place to secure roll- out to the USA & EU markets Asseco/ Prokom Group – the 6th largest leading software house in Europe

Company Background

Rewards & Media about us

Newsweek, August 2007

„[…] InteliWISE have created one of the most interesting avatars on the AI market.”

Przekroj, August 2007

„[…] Don’t be surprised if one day you are served perfectly by an intelligent avatar from InteliWISE - on the street…”

Media & Marketing, July 2007

„[…] virtual consultants do not hesitate and are not shy to grab the attention of web users and passers-by”

Medals & Rewards 2007

Best Website, WebStarFestival 2007;

The Award on Technicon Innovations Fairs 2007;

ComputerWorld „The Most innovative Broadband Product 2007”;

Selection: The Baltic Challenge 2007

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Our Technology brings a breath of fresh air and smart solutions to tough problems

Problem & solution

we employ AI to your e-business

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Users’ ProblemsLots of data on-line, but little information relevant to the user; the logic of the interface does not match the user‘s intentions;

54% of standard site search-engine users are not content with the quality of the information they access;

It can take hours or days to get a relevant response via e-mail;

68% of users are most frustrated when they cannot interact with a live KNOWLEDGABLE human consultant;

Companies’ Problems The average cost of human contact with customers is extremely high, with the potential for personal problems to negatively impact the consistency of quality of customer experience.

An online sales conversion success rate of less than 1%;

The majort challange :

How to align online communications & processes with increasing demand for consitent ‘human – friendly’ approach?

Source: Harris Interactive Report CER 200, Jupiter (Media Metrix) Research 2004, Internet Retailer 2004, McKinsey 2005

The Problem

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PROBLEM: COMPLEXITIES

„vast amount of data - difficult to find relevant information”

WWW

emailCall Centre

PROBLEM: COST

„the average cost of customer service via phone is 3 times higher

than via email”

PROBLEM: TIME AND RELEVANCE

„receiving an answer to my email or inquiry takes ages”

The Problem

How does consumer search?

We employ AI to your e-business

Our clients are happy to use our solutions...

Solutions

we employ AI to your e-business

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InteliWISE Solution

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Hi Andrew! Nice to meet you again.

How was your last flight to L.A.? We have brand new fares to Chicago now, would you like to take a look?

Implementation examples

Welcome in the Bank . I’ll verify you as our client. What’s your Citibank ID:

33807547

What’s your PIN code

****

Additional question: what’s your dog’s name?

Burek

Ok! You are logged in!

I have an arm ache, want to see a doc.

OK. Dr Jim Ray is an arm specialist at our clinic. Visits are possible on Wed. and Fri. When would you like to come?

Friday

I’ll book a visit between 12:00 a 16:00. Your name pls ……

Welcome! I am your virtual assistant, I will

help you to finalize your transactions

............

The Perfect Employee - cloned- Always ready to help

- Available 24/7

-Never ill

- No holiday

- Consistent quality for every customer

- Always right

- If doesn’t know, will direct to human assistance

- Remembers every customer & every interaction

- Learns continuously from conversations

InteliWISE Solution

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InteliWISE Solution

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3 layers of technology that deliver Natural Language Processing + interactive ‘human - friendly’ interface

VISUAL unique VIDEO - based on rendered 18 video sessions of the real actor captured, lips synchronized with voice and text, interface shows results from Wiki, RSS and other sources.

KNOWLEDGE BASE - NLP / Semantic ENGINE ENGINE based on multi-layered semantic engine Unique combination of Basic Knowledge Base (ego) and customized Client Knowledge Base, Black box will be enabling import data from external databases,More AI will support learning process.

VOICE SYNTHESIS Strings from knowledge bases are converted into MP3 files, The use of the most advanced T2S (male, female, Polish, English etc.) synchronization with lip-synch

Relevant response

Faster & more Easily found

+ =

Company’s Web applications & systems

InteliWISEAvatar

InteliWISE Live chat

InteliWISE Self-search

InteliWISEeMail

InteliWISE Solutionwe employ AI to your e-business

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How does the System work?

RSS channels

Wikipedia

WWW service

StandardInteliWISE channels

Dedicated Clients channels

Clients’ Website

External Websites

Knowledge Bases

InteliWISE Knowledge Bases

Client DialoguesChat scenarios

DedicatedTopic Base

glossary

Topic Knowlege Bases • finance • stock exchange

Standard„Human” Base • chat • virtual ego

Installation context

Interlocutor context

Conversation context

Inquiry context

we employ AI to your e-business

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InteliWISE Avatar

External Data Sources

Knowledge context

Knowledge Base

Knowlege model

It’s a new users’ experience in search and information retrieval - via the natural interface on business & e-commerce sites;

Serving unlimited # of clients simultaneously, automatically, in real time, with a high standard of quality;

Reducing up to 70% of on-line Customer Support load;

Increasing lead conversion rates through the contextual assistance of agents;

Significant economic benefits for customer service operations’ budget;

Increase e-business Return On Investment;

Maximize marketing campaigns through high profile interactive tools.

InteliWISE Value proposition

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InteliWISE solutions are provided on mobile and internet multimedia platforms, enabling universal adaptation in the field of user-application communications:

Web sitesNew, revolutionary, human-friendly interface that interacts with on-line

customers using natural dialogue;

Interactive standA revolutionary approach to on-site technologies & devices that helps people to

communicate with information giving machines, thanks to its life-size human visual emulation;

MobileA personalized mobile interface that serves and supports video services based on

UMTS/ 3G;

WidgetA simple, yet powerful tool which helps to improve communication with a PC.

Multimedia platform

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Products – stand

Electronic stand with the Virtual Employee

Leading Central Europe Airline with millions

of passengers each year

Re-done Website & massive advertising

campaign

Users still hanging on calls with call center

agents – rapidly rising cost

Success story: problem

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Success story: solution

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Airline Website

(it’s really hard to find the needed info)

InteliWISE Conversational Agent

Website supported with Agent(users just type in questions in their own words)

Video – talking Agent with stewardess visualization

Knowledge Base with + 2,000 ‘natural’ options of ‘how to ask questions’

Dialogue that reflected traditional call center process of serving customers

Success story: results

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Up to 70% of electronic contacts reduction

+80% of queries resolved without human interventions

Unlimited number of conversations simultaneously

Feedback on how people formulate questions helps to optimize Website

Success story: results

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“Handling over 500 complex dialogues daily, reaching 85% effectiveness in online customer service after a very short time, the Virtual Stewardess proved to be the best choice for LOT, helping online clients with quick and accurate answers about our services and products. An excellent, intelligent FAQ.”

R. Dutkowski, Ecommerce Executive, LOT

"Simultaneously dealing with hundreds of online requests makes Customer Support a serious task. Intelligent Avatars are the future of Customer Care, by intrusively and intelligently delivering reliable solutions, helping consultants get tasks done.”

M.Waszczyk, VP, DLF

“Enhancing our ability to serve online clients, even when we’re off-site, adding the amazing experience of watching yourself virtualized, ‘on duty’ 24/7 on the web makes web intelligent avatar solutions a great asset and a must-have”.

D.Szara, Marketing Executive, Carolina Medical Center

Market – clients’ statements

we employ AI to your e-business

„The installation of an innovative device with a promotion ability in this building is not accidental. There is an emerging financial center in Poland, where companies with short history and vision, can find finance for their further development..”

Citation from press information, Beata Jarosz, GPW in Warsawwww. newconnect.pl

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Our solutionsAt InteliWISE we believe that we are about to witness a revolution in the way the Internet is used;

InteliWISE provides award – winning, best – of – class intelligent business software solutions to optimize the processes of online customer care and electronic sales, using AI including semantic technologies (Web3.0);

The Company’s solutions, include Virtual Salesperson, solutions for virtual helpdesks;

Our solutions are based on: our patent pending Natural Language Recognition Engine, coupled with context, dynamic video & speech synthesis/ recognition.

Benefits Enhanced users’ search experience for information and offers – for business & e-commerce Web sites;

Greater engagement in customer care – intuitive assistance for less skilled Web users;

Higher sales convertions thanks to virtual sales agents which prompt contextually.

Success stories Our solutions have enabled automation of up to 70% of contact center contacts with +80% of correct answers.

Value propositionInteliWISE provides proven solutions to be used in client’s multiplatform marketing communication, online processes and

automatization of customer care & intranet system.

Executive summary

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Contact

Thanks for your interest!

Please pass questions to:

MarcinStrzałkowski;Sales, partnershipsmst@inteliwise.com+48 506 66 33 22

MarekTrojanowicz;Technology, design

marek.trojanowicz@inteliwise.com+48 600 311 200

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