L7 Builder—Application Examples
Examples of Applications Developed with Akonix L7 Builder™
Supply Chain
An ERP application detects a critical shortage of a component. The ERP system, utilizing an IM Alerting Application, sends out an IM alert to Production Managers based on their presence. Upon receiving the alert, a Production Manager responds to the alert by immediately querying, through the same IM Application, the ERP system for additional information for the cause of the shortage and determines that the production line is running an unfavorable variance to standard. The Production Manager immediately takes the appropriate action to resolve the unfavorable variance by contacting his floor supervisor over IM and, noticing that the supplier is online, contacts the vendor to order an emergency shipment. By receiving the presence based alert and real-time ability to understand the cause of the problem, the production manager is able avert running the production line with the unfavorable variance and order additional parts to prevent closing the production line due to the anticipated shortage.
Financial Services
A FX derivatives trader receives a request for a quote over IM. The Transaction Assistant IM application notifies him in the same IM window that it's "listening" in on the conversation, extracts the pertinent meaning from the incoming message and displays the extracted variables to the trader. Upon receiving all the information for the quote request, the trader, using application controls embedded in his response, mutes the customer while interacting with the application to price the security. Using the same IM window, he interacts with the Transaction Assistant application integrated with the pricing system and live data feeds to produce a quote. The application returns a quote to the trader and, upon his review and command, un-mutes the customer and releases the quote. Once quote is accepted by the customer, with another embedded command from the trader, the IM application submits the trade to the transaction system. By using the IM application and handling the entire quote and trade request from the same medium, trader was able to respond to his customer faster and more accurately.
Customer Service
A call center, to reduce its telephone and people costs has, decided to offer customer support over IM. Customers directly from the web portal can launch an IM session with an IM application integrated with the support database, providing first level support for their questions. Through the use of natural language technology, their interaction with the application is conversational similar to a conversation with another person; they are not required tirelessly to go through menu driven options to find an answer. In the case where the application can't provide resolution, the customer is transferred to a "live" specialist based on the context of the question. In deploying this customer service IM application the call center was able to increase customer satisfaction by providing faster response to customer queries, free up the most valuable and expensive resource—customer service agents and lower its phone expenses.
Corporate Portals
An employee in one of the retail outlets for a consumer electronics firm logs in to the company HR portal. Realizing that he has additional questions regarding the 401K plan he launches a session from the web site with a self-help IM application to obtain additional information on the plan. Deciding he wants to begin contributing to the plan he requests a transfer to a HR representative. Based on the context of his questions the IM application transfers him to a benefits specialist for the 401K plan. By instituting this application the company is able to save on HR expenses and provide real-time answers to employees.
