Looking for a way to cut down email response time? nGen’s Answer email management software reduces email response time by using automated email responses to improve customer service.

1. nGen Answer
Effectively Manage Email Volume with Consistent Responses
THE BUSINESS PROBLEM higher the volume of email, the
“smarter” nGen Answer becomes.
Providing accurate, timely responses to
customer inquiries is not an option in
NGEN ANSWER BENEFITS
today’s business environment— it’s a
requirement. As more customers choose to Deflect Email / Reduce Email
communicate through email, the need for Response Times: Automatically
an email response management solution responds to reduce response times,
intensifies. The necessity presents freeing agents for more specialized
companies with the opportunity to customer issues.
nGen Answer helps implement a solution that can decrease
companies deliver operational overhead and improve the Increase Agent Productivity:
quality and consistency of the response. Automatically answers customer
fast, accurate The most important factor for successful emails or suggests responses to
responses to improve email management includes answering reduce manual response efforts
customer satisfaction inquiries quickly and accurately — the first
time. Improve Response Relevancy:
and can deflect up to Message intelligence feature that
40% of emails per THE NGENERA CIM SOLUTION learns from previous messages and
month. responses, automatically returns the
A component of the nGenera Customer
most relevant response
Interaction Management (CIM) Suite, nGen
Answer relies on powerful natural language
Scales for Very High Volumes: Cost
technology to understand the intent of a
effective solution for email volumes
customer's message. nGen Email can then
over 15,000 emails per month, and
accurately provide an automated response.
scales to process millions of emails
nGen Answer leverages innovative
per month
technology from IBM® Classification Module
for OmniFind™ Discovery Edition to
Minimal IT Impact: Uses an adaptive
represent words and text passages as
neural network learning law that
“context vectors” to automatically group
does not require external
data into similarly themed clusters for
dictionaries, thesauruses, or
improved response precision and relevance.
semantic networks; Automated
The learning algorithm is designed to adjust
feedback dramatically reduces
context vectors so that words used in a
system maintenance.
similar context will have vectors that point
in similar directions. nGen Answer can learn
the meaning of content based on contextual
usage and can organize that content for
immediate processing and retrieval. The

2. KEY FEATURES
Automated Learning Sophisticated Message Sorting
Learns words in context by Generate automatic
automatically creating a custom responses/suggested responses
dictionary and recognizing industry Threaded history across all
jargon, acronyms, and common interaction channels
nGen Answer helps misspellings
The learning algorithm is based upon Intelligent Message Interpretation
leading companies self-organization, employs an adaptive Creates a custom dictionary,
differentiate from neural network learning law, and does including industry jargon,
not require external dictionaries, acronyms, and common
competition with an
thesauruses, or semantic networks misspellings
intelligent response Contains an automated feedback loop Continuously improves
system to improve to ‘teach’ the system what is an performance with each processed
appropriate response email
agent productivity and
Continuously improves performance by Uses intelligent contextual
overall customer learning from specific queries and understanding to enhance auto-
service efforts. responses, and then automatically acknowledgements
increases response accuracy Deciphers between auto-reply and
suggested responses