Latest Articles

Business Briefing: Where Next for Venture Capitalists?

Despite the economic downturn venture capitalists are still looking at investment opportunities in digital media. New Media Knowledge spoke to one to get the low down on what VCs want.

more

Social Media in Practice: BBC Radio 5 Live

Web publishers and broadcasters always have to look for new and innovative ways to maintain existing audiences and win new ones. When BBC Radio 5 Live realised it was losing listeners to other sources of football-based content it launched a new service to win them back. New Media Knowledge met the people responsible.

more

Conservationists Embrace Social Media

Television is increasingly embracing new media to reach new audiences and add interesting applications. New Media Knowledge talks to the people behind a new online conservation series that aims to raise wider awareness of the plight of endangered species.

more

• The Language of the Web
• Rough Guide to: In-Game Advertising
• Alexander McCall-Smith Engages Web 2.0
• Business Brief: Video Advertising Looks to Future
• ‘Virtual Home’ for Ex-Pats in London Established
• Rough Guide to: Social Media and the Law
• Record Visits for UK Blog Sites

Related Articles

• Stock Answers

  Since it seems the whole world wants one, NMK asked iStockphoto about what makes for a successful social network, and how others might learn from them. more

• Content-Appropriate Ad Service Launch

  International online advertising network ad pepper has launched SiteScreen, a revolutionary new advertising technology from Crystal Semantics to stop advertisements from being served alongside inappropriate content... more

• Telcos Customer Service In Slow Lane

  There's little to rejoice in when it comes to the customer service provided by UK telecoms companies, as new research from Transversal shows a dearth of innovation in the sector and finds online customers waiting up to 52 hours for email response... more

• Enpocket Releases Content Engine

  A new product from mobile media outfit Enpocket provides media companies and content publishers with a fast and competitive way to establish a revenue-generating mobile presence... more

• Improve your site search

  Site search engines should always allow for common user errors. By taking these errors into account, users should be able to always find what they're looking for through the site search. more

Machine Learning Powers Answer Service

Barclays' are the first big customer to sign up to a breakthrough online marketing solution from Transversal's new Sales Engine, serving targeted marketing through advanced neural technology...

Barclays are the first big customer to sign up to a breakthrough online marketing solution from Transversal's new Sales Engine, serving targeted marketing through advanced neural technology...

[Register and post your own comments on this article below...]

With £8.2 billion spent on the web in 2005 in the UK alone (Source Verdict), customers are becoming increasingly demanding when choosing goods and services online. In response, Transversal has launched Sales Engine, the first online marketing solution able to serve up targeted content, advertising and sales promotions in response to naturally phrased questions asked by customers via an organisation's website.

Leading UK bank, Barclays, is the first customer to benefit with Transversal's Sales Engine implemented across its main www.barclays.co.uk site. Consumers using the 'Ask a Question' feature are served graphic and classified-style advertising alongside answers to their queries.

Intelligent responses to customers' individually worded questions

Crucially, adverts change automatically depending on their relevance to customer questions, or to products and services that Barclays is looking to promote. This targeted marketing is aimed at increasing cross-promotion and growing online sales of Barclays' products. For example, questions about foreign currency accounts return adverts and offers on travel insurance, using debit cards abroad and foreign mortgages. The Barclays implementation was created in less than 2 weeks, without impacting the overall website.

Built on advanced neural network technology, the Transversal Sales Engine enables marketing functions to quickly and easily exploit website real-estate for product launches and sales promotions. Without altering the existing website structure, it integrates seamlessly to transform a static website into a proactive customer-centric sales tool.

"We appreciate that our customers are all individuals and by using the Transversal Sales Engine we are able to personalise content to exactly match their needs, based on their own questions," said Barnaby Davis, electronic banking director. "Sales Engine delivers invaluable information on what our customers are interested in, where it matters most - at the point of purchase."

Full transaction stats plus a customer question audit trail

As well as providing full statistics such as advert views, click-throughs and conversions, the Transversal Sales Engine provides invaluable customer insight by providing an audit trail of the questions customers ask in the crucial process of making buying decisions.

"The Internet promised that the customer would be king," commented Davin Yap, CEO, Transversal. "Sadly, most websites simply fail to deliver the one-to-one experience that consumers demand, forcing them to more expensive offline channels or to competitors. "The Transversal Sales Engine makes impersonal web sites a thing of the past. It uses advanced intelligence to increase conversion rates by providing customers with tailored marketing information that meets their needs. Implementing the Sales Engine will help organisations accelerate the growth of online sales of products and services," Yap claimed.

Management of marketing campaigns is carried out seamlessly within the Sales Engine, which stores adverts and other marketing material ready to be served up automatically when customers ask a related question. Sophisticated but easy-to-use content management tools built into the product enable content start and expiry dates to be set, ensuring seamless management of new product launches or campaigns in a straightforward, intuitive manner.

Web chat, call back and more options in the call-to-action options

Advertisements can be in the style of graphic banners and Google style text links designed to create calls to action and reduce transaction abandonment. Additionally, the Sales Engine provides site owners with the flexibility of offering and controlling the use of alternative contact options such as web chat, call back or telephone numbers at key stages in the customer journey to further increase the chances of a sale.

Built on a dynamic, self-organising knowledgebase the Sales Engine is easy to update and manage by the marketing department without specialist knowledge engineers. Implementation is fast and painless as the solution is fully hosted, simple to customise to match existing web pages and includes seeding of the knowledgebase with key questions.

Transversal's Memory Engine(tm) is the result of research and development by top researchers in Information Theory and Machine Learning from Caltech and Cambridge universities. Transversal co-founder, Prof. David MacKay, is a world renowned expert in Artificial Intelligence. He pioneered Bayesian Neural Networks in the late 1980s and remains at the forefront of the field.

About Transversal:
Transversal is a Cambridge-based developer of intelligent eService software that enables organisations to achieve key sales, customer service and efficiency goals. Transversal's flagship service, Metafaq, enables organisations to increase online sales and reduce the volume of call and email queries to contact centres by automatically answering customers' questions online. Transversal customers will typically see immediate and dramatic email reductions, by around 60%, and improvements in email response times, from days to minutes. Intrafaq, Transversal's knowledge management solution for contact centres, delivers information to agents in a unique way from a dynamic natural language knowledgebase. Simply by typing a question, in their own words, agents can access answers to customer questions; providing fast, accurate and consistent responses. Organisations benefit from increased first call resolution and efficiency by improving the knowledge and quality of service provided by customer service and help-desk agents. Current customers include Sony, Direct Line, Thomsons, The AA, MFI, Barclays, Nissan, Fujifilm, Standard Life, Freemans, Grattans, Look Again, Kaleidoscope and the Metropolitan Police. www.transversal.com