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Maximizing The Business
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Softlib iMatch - Automated Response For Technical
Issues iMatch automates the response to repeat issues in Help Desk, Support, Call Centres and IT environments, delivering either Self Help to end users or automatically offering solutions to experts. iMatch is an innovative software solution with built in dictionaries and analytical algorithms that takes the description of a new technical issue, while identifying other similar previously resolved issues, even if they were described with different words or characteristics. Once a new issue is reported, for example via email or by filling out a Web form, iMatch will scan the relevant databases and knowledge bases, automatically suggesting the top matching similar issue/solution. iMatch seamlessly integrates into any CRM, Service Desk or Bug Tracking application in order to match the issues documented and resolved previously. This way iMatch extends existing Knowledge Base repositories by analyzing these data sources and linking solution matching characteristics accordingly; thus no data duplication or manual labour is required to generate FAQ lists. Intelligent Problem Resolution - The Challenge Research indicates that approximately 80% of the issues reported to Support/Service/Helpdesk personnel are repetitive. Therefore identifying solutions to such repeating issues is a challenge, as problems and associated resolutions are documented based on a particular person’s vocabulary; so different technical experts will inevitably describe the same problem in different words and/or terms. This makes it highly unlikely that a subsequent expert trying to resolve a similar issue will find the first issue and leverage from the knowledge gathered. Obviously the same goes for any End User looking for Self Help solutions and so on. The following example textual synonyms demonstrate the challenge:  The iMatch solution delivers an automated function which matches solutions to repeat issues for End Users and Technical Support experts alike, while eliminating problem escalation activities and thus reducing resolution time accordingly! Intelligent Problem Resolution - The iMatch Solution iMatch is an innovative software solution benefitting from intelligent analytical algorithms that consider the description of new technical issues, while automatically identifying other similar problems/issues that were previously resolved, even if they were described with different words, as per:  How iMatch Works iMatch automates the response for repeat problem issues in Help Desk, Support, Call Centres and IT environments, delivering either Self Help for End Users or automatically offering solutions for Technical Support experts:
iMatch Benefits iMatch reduces overall TCO and improves business Service Levels by minimizing Problem Resolution time and associated personnel costs:
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Learning From The Past For Optimizing
The Problem Resolution Process
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