Monday, March 17, 2003

Customer support email solution released

<A HREF="http://www.primus.com/">Primus Knowledge Solutions</A> released Primus eMail Assist, a software solution that allows customer support agents to receive and respond to customers' email questions. Primus eMail Assist works in tandem with the Primus knowledgebase to incorporate an email response into the problem resolution workflow. As an email enters an organization, Primus eMail Assist allows agents to draw on solutions in the Primus knowledgebase and documents across the enterprise. Using natural language processing, eMail Assist understands the question the sender is asking automatically examines the problem description, and suggests solutions for agent review.

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