iPhrase Contact Classification Server offers robust natural language functionality for multi-channel customer interactions. Unlike other solutions that rely on simple keyword matching or statistical classification, ICCS is able to understand the intent of highly dynamic and informal communications such as e-mail, chat sessions and free-form self-service queries. The product also has the unique ability to learn in real time from customer and agent interactions and increase its accuracy over time. These capabilities can reduce implementation and maintenance costs without sacrificing consistent, accurate responses.
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