SearchInform (www.searchinform.com): the program of full text search and search for documents of similar content successfully implemented into YurCallCenter (YCC) phone legal consulting project.
The essence of helpdesk service from YurCallCenter is in providing an efficient legal phone service. Search being one of the key features in YCC (quality quick and multi-functional search in a situation when you are pressed for time is essential), SearchInform has integrated the most of its search capacities into YCC. Based on the variety of YCC search criteria, two types of search are implemented: phrase search with additional limiting information (for instance, document classification or type) and search for documents similar in their content to the query. While the first type of search is nothing new in the field of search engines, similar document search presents a unique innovation.
YurCallCenter: Thanks to the SearchInform similar search technology the answer wait time was reduced from 10-12 minutes to 2-3. The pattern is simple: the customer asks a question, and the operator finds several documents related to the question by means of similar search technology in the database (the longer the company has been in operation, the larger the database of questions and answers, the better for the customer).
SearchInform also provides YCC with a distributed information processing system. That includes real-time monitoring of operators’ actions, real-time monitoring of staff condition and the ability to obtain the information on their actions for efficiency analysis, fixing and archiving all information, including conversations, etc. On top of that with the help of SearchInform a centralized network of call service offices was developed. All changes made by any of the operators and administrators of one center immediately become available to the employees of other offices. The changes are coordinated, and the general knowledge base is updated by means of an Internet-server with specially developed SearchInform software. This minimizes the work of staff from different offices, while information added to the database does not get duplicated. This also consolidates the information from different offices for further search, while the ability to search similar questions-answers ensures faster and higher quality answers. In addition, organizing several YurCallCenter offices managed by a coordinating Internet server will help deliver more comprehensive legal advice to several regions. With this model a new YCC can be launched without any problems, and the new YCC won't have to build up a knowledge base of its own - the existing one will suffice. Thus, YCC can be established in other cities on franchising terms.
SearchInform software within the framework of YCC enables real-time monitoring of the state of any office through the Internet: the number of active operators, their load, the number of busy and free lines, etc. Such a subsystem allows monitoring several offices at once by one qualified person, and selectively monitoring the work of operators. YCC finds it more profitable from the point of view of management and quality control than keeping staff member in each office.
YCC: With this subsystem the lead lawyer, marketing manager or coordinator is always aware of the real situation in all offices and able to make correct decisions.
SearchInform 3.0 main functions:
- Phrase search with due attention to stemming and synonyms dictionary
- A new SearchInform technology of similar document search
- High indexing speed (from 15 to 30 Gb/hour)
- Index size of no more than 15-25% of the actual text information volume
- Support of over 50 popular text file formats, electronic messages Outlook and TheBat, mp3 and avi tags, as well as Microsoft Instant Messenger and ICQ logs.
- Flawless operations with archives
- Universal data sources (indexing of DBMS fields and various information systems)
About SearchInform Technologies
SearchInform Technologies was founded in 1995 and has been operating in the area of information technologies with special focus on searching, storing and processing information. The range of company’s products is quite large and encompasses from mass production of single user-oriented products to ready business solutions to be integrated into corporate systems. Owing to its extensive experience in various projects, the company offers its services on developing custom information systems of any complexity.
More information on our website:
http://www.searchinform.com/
For all inquiries mailto:alena.siameshka@searchinform.com
Alena Siameshka, SearchInform Technologies PR Manager | | Author Info: Alena Siameshka |
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