Personetics, provider of intelligent customer interactions technology that anticipates customers’ needs and approaches them with relevant and personalized solutions, was selected as the 2012 Mobile Solution Provider of the Year by more than 600 attendees at SourceMedia’s Mobile Banking and Commerce Summit.

Attendees voted after watching live demos by Personetics and other financial tech firms that play in the mobile space, including imaging play Mitek, self-service specialist NC, core vendor Fiserv, mobile payment and mobile commerce solutions developer, Access Softek and mobile payments firm, Charge Anywhere.

The Personetics demo was of the Digital Banker product, which engages consumers in a verbal dialogue on a mobile device or land line while accessing the bank's CRM and back-office system to find solutions to a problem. Personetics incorporates speech, data and business intelligence to link a bank's CRM and other data to a voice recognition engine to craft solutions to problems, such as providing reasons why a payment was denied, then providing steps to resolve the problem such as removing a fraud-related halt on a card or accessing overdraft protection.

In other cases, the application taps the data and analysis to offer tailored cross-selling by phone, mobile or Web. The firm's voice recognition engine sits between a bank's network and customer-facing application, asking open-ended, natural language questions and letting customers speak naturally in response. The firm's predictive analytics engine then matches those responses to current and historical data to produce a response or a follow up question.

The system learns from individual customer interactions as well as network behavior to determine the likelihood of a solution. In the event live agent assistance is needed, all interactions are maintained as a chat transcript that can be stored in your CRM system and made available immediately. Personetics’ unique approach reduces the number of calls handled by a live agent and the amount of time a customer spends having their issue resolved. Its server-based platform is made up of three modules that can be deployed together or separately: Transaction Analyzer, Banker "On-the-Go" and Predictive IVR.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.

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