How It Works

Texperts has developed award-winning technology with partners such as iLexIR (co-founded by Ted Briscoe, Professor of Computational Linguistics at the Dept. of Natural Language & Information Processing at Cambridge University) and ThinkTank Mathematics.

This technology allows Texperts to automate a significant proportion of questions answered. Where we differ from other automated answering solutions is that the long-tail of answers that cannot be automated are answered by intelligent trained humans, our “Texperts”. This means that the customer gets a perfect answer every time, and can ask the question any way that they like. The systems learn and the automation improves with every question answered.

Texperts and BAA work together to help passengers at Heathrow

A partnership that demonstrates how these capabilities can improve the customer experience for a major brand, while reducing the costs of customer care, is the 64BAA SMS service run by Texperts for BAA at Heathrow. BAA recognised that as its services grew, so would customers’ demands for information and genuine service solutions. Texperts now supplies the entire back-end for BAA’s SMS text information service, working closely with BAA to deliver up-to-date, accurate data and a greatly enhanced customer service experience. The service is fully interactive: a real research expert combines with Texperts’ innovative technology to provide the best information on demand, on the go.

What did Texperts deliver?

• A 24-7-365 service to provide customers with accurate data and excellent service
• An entire system in only a few weeks
• Reduced load on call centres