2-10 Home Buyers Warranty to Focus on Customer Experience

In an effort to drive efficiency within the contact center, 2-10 Home Buyers Warranty will utilize innovative "smart tech" from Astute Solutions.

Columbus, OH, April 04, 2013 --(PR.com)-- Astute Solutions is proud to announce 2-10 Home Buyers Warranty as the most recent enterprise to join the company in its efforts to expand its presence within the insurance industry.

2-10 Home Buyers Warranty, a leading home insurance provider, has sought to further reinforce their motto, “Long live happy homes,” by joining Astute Solutions' rapidly expanding customer base in a joint effort to increase customer satisfaction.

In an effort to positively influence customer experiences, 2-10 Home Buyers Warranty will utilize Astute Solutions' knowledge management tool, RealDialog, to drive efficiency within its contact centers. RealDialog is a natural language processing engine designed to allow contact center agents to query organization knowledge and access only the most relevant answers to provide quick, convenient information whenever necessary.

RealDialog also possesses unique, collaborative machine learning capabilities; the software uses queries, results, and subsequent behavior to make suggested improvements to software operators – these suggestions can then be either approved or denied to improve accuracy. If un-authored content has been requested by users, the software presents the requests to the operator so that relevant content can be authored.

2-10 Home Buyers Warranty will minimize agent and training costs as well as costs associated with rectifying incorrectly disseminated information. These effects will be achieved by utilizing RealDialog provide a single knowledge base to give agents quick access to multiple data sources to deliver accurate and relevant answers to customer inquiries as well as actionable “voice of the customer” insight for continuous improvements.

Through the implementation of this powerful tool within the 2-10 Home Buyers Warranty contact centers, the company intends to:

- Improve the number of first-call resolutions,
- Reduce new agent ramp-up time and training costs,
- Reduce average handling time (including hold times), and
- Provide consistent messaging to customers, employees, and partners.

Astute Solutions enthusiastically welcomes 2-10 Home Buyers Warranty to its base of Raving Fans and looks forward to the continued development of positive customer experiences.

About Astute Solutions
A prominent player in customer relationship management, knowledge management, and social CRM tools, Astute Solutions utilizes award-winning technologies to enable consistent, accurate, and complete discovery and service experiences.

Through advanced processes involving automation, agent guidance, and voice of the customer reporting, organizations across many industries are able to establish a framework for exceptional multi-channel service delivery. For more information, please visit Astute Solutions at www.astutesolutions.com.
Astute Solutions
Janeesa Hollingshead
(614) 508-6172