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Case Study IntelliResponse

Toronto, Ontario
Financial Services

Application helps companies gain insight into customer opinions

As the leading provider of virtual agent technology solutions, IntelliResponse helps companies create profitable online conversations with customers around the globe.

To enable clients to distill actionable insights of the data collected from more than 100 million questions asked annually, IntelliResponse sought to make the data collected more meaningful. The IntelliResponse team worked alongside their clients to develop a proprietary algorithm to further organize the immense amount of information.

Recognizing the need to display this newly organized data in a way that the most important topics to the business surfaced and were visually easy to identify, IntelliResponse searched for a partner who had the experience to develop and deliver an application that would provide an unparalleled experience for their clients.

Read Details

Challenge accepted

To partner with a software company to develop an application enabling data to be displayed and accessed by IntelliResponse's clients to gain actionable insight into the most important topics of their business.

Solution delivered

Working collaboratively with IntelliResponse, FD developed the front end virtualization for IntelliResponse Voices, a program designed to visualize the themes aggregated from customer data into filterable categories of actionable insights.

Technologies

  • Backbone.js
  • D3.js
  • Backbone.js
  • D3.js
  • Backbone.js
  • D3.js
  • Backbone.js
  • D3.js
  • Backbone.js
  • D3.js
  • Backbone.js
  • D3.js
  • Backbone.js
  • D3.js
  • Backbone.js
  • D3.js
  • Backbone.js
  • D3.js
  • Backbone.js
  • D3.js
  • Backbone.js
  • D3.js
  • Backbone.js
  • D3.js

Benefits of deliverable

As the first and only Virtual Agent-based Voice of the customer platform, IntelliResponse's clients now have unprecedented insight into their customers' interactions, providing critical knowledge that was not available or understood before now, enabling opportunities to implement competitive advantage strategies in their respective markets.

IntelliResponse Voices is the first and only Virtual Agent-based voice of the customer platform.

With the help of FD's visualization, IntelliResponse's clients now have unprecedented insight into their customers' interactions.

By enabling the organization of themes, IntelliResponse's clients are able to filter the content to gain the insights that are most important to their business.

Solution details

To produce an application to meet their clients' need for actionable insight, IntelliResponse engaged FD Solutions to work on the front end virtualization development. From mock-ups developed by user experience experts, FD wrote a single-page application using Backbone.js for application structure and employed D3.js for the visualization. In particular, the D3.js library enabled an elegant and unique approach to designing graphs by offering a series of low level building blocks that form the foundation for building complex graphs with physics-like animations. Both of these technologies offer high performance, flexibility and have a small footprint, which was a critical success factor in this project.

The result is IntelliResponse Voices, an application that displays data as a theme cloud. Voices visualizes the groups of themes as a cluster of bubbles, which can be clicked on and expanded. Each theme bubble expands to display sub-themes and provides the questions grouped by similarity in a pane along the bottom of the screen.

IntelliResponse Screenshot of theme bubbles such as "credit bill", "spouse card", "lost card", "credit application", "sky blue", "credit card application", and "visa vacation"

This program maintained simplistic infrastructure, while enabling a feature-rich visualization of the themes including:

  • Filters that allow the user to find the themes most relevant to any pressing concerns
  • A marquee zoom tool that allows the user to easily zoom into areas of the cloud that he or she frames with his/her cursor
  • The ability to share questions with colleagues
  • A star and exclude function to distill the themes to only the ones that the user wants to watch
  • A built in calendar to easily select periods that a user wants to compare to identify trends in the marketplace
  • Customizable appearances that change the colour theme of the bubbles.

Trusted by the world's most recognizable brands, IntelliResponse works with some of the largest organizations including CIBC Bank, ING Direct, Charter Communications, Progress Energy, Copa Airlines, Kobo Books, Penn State, Yale and Harvard University, to meet their customer experience management needs.

IntelliResponse's patented Enterprise Virtual Agent (EVA) solutions can transform corporate websites, mobile applications, social media channels, and agent desktops through an engaging virtual concierge. The virtual concierge empowers customers to ask questions using natural, conversational language and enables the client to deliver an effective and engaging online experience.

A few words about the project

Feedback

Your team met or exceeded all of our expectations.

— Vice President at IntelliResponse

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