ISSA

Intelligent Support and Service Assistant

 Solution Brief

ISSA is a robust, full-featured Artificial Intelligence (AI) Based customer service

management suite that’s simple, affordable and aided by Virtual Agents powered
by Artificial Intelligence. The AI driven ISSA Solution uses ML and NLP Algorithms to
enrich its intelligence and is attuned to deliver human like experience to
Customers. ISSA has been achieved with the collaboration of Google, Prematix
Software Solution Pvt Ltd., and Almawiz Technologies Ltd.,.

1.Key Benefits

● Ready Intelligence Engine on Service and Claims/Warranty Management

● Combination of pre-processing, post processing and intuitive usage of NLP and ML
algorithms
● Smart and multi-modal (voice, chat, sense (touch)) conversation leveraging derived
intelligence
● Assured business continuity (24/7) and automated concierge via command center
● Highly Amenable for Remote Service dispensation and Assistance.
● Easy and Seamless integration with enterprise CRM and Security
● Template deployment on public/private/edge cloud and on premise systems
 2. Standout Features

● Leverages Expert System to facilitate intelligent resolution to complaints from unlimited no

of consumers, simultaneously on any channel
● Minimal administration and easy customization through non-intrusive configuration and
drag-and-drop service automation
● Provides support to multinational and local languages
● Provides continual visibility to the operational processes states
● Notifies stakeholders with informed and intelligent decisions at relevant milestones
● Assures business continuity with intuitive communication to help-desks
● Administers ticket with concierge management at command center
● Increases Calls Closed on Phone (COP) by at least 40 %.
● Reduces the number of calls to be handled by the agent by handling basic and repetitive
questions from Customers.
● Easy to Scale up without adding more Live Agents.

● Quick Return on Investment.

3. Customer engagement by the Virtual Assistant

ISSA.
Processing historical service-records, ISSA provides intelligent assistance to new service complaints with
following main objectives;

● Facilitate interaction to unlimited no of customers, simultaneously

● Provide intelligent handling of complaint variance
● Provide User support (though the issues will usually require a Service Engineer)
● Provide a decent of level of root-cause analysis to the issue
● Provide a Relative Customer Satisfaction Score (which can serve as a comparative check for
the service performed)
● Provide Estimated Service Closure time/skill/charge
● Provide continual visibility to the operating process states
● Seamless registration of Ticket and details to Enterprise CRM
● Provide business continuity to process flow.
 Reduce Agent
Calls by
almost 50 %

Powered by
Intelligence
derived from
Enterprise
Data
Intuitive Service
Management
Hub managed
by Virtual Agent
.

4. Assistance to Service Staff.

 Assigns ticket Number to complaints.

 Allocates complaints to field engineers / technicians matching Skill with Problem.
 Informs Field Engineer on the Tools and Spares required for a filed Visit.
 Keeps the Service Manager informed on Pending tickets and Resolution statistics.

These are just a few ‘Features and Benefits’ of the ISSA solution…….

Call us back for a detailed discussion.

Rasheedh Waheed (9731476704)
Head – International Marketing
AI - Solutions
Prematix Software Solutions Pvt Ltd

# 589, 2nd Floor, VP Chambers, !st Cross, 3rdd Block, Koramangala,Bangalore - 560 034