NativeMinds Awarded Patent on Key Technology for Creating Virtual Service Agents
Example Verification Functionality Accelerates Implementation of Virtual Service Agents and Ensures Accuracy of Conversational Responses
San Francisco, CA - 2001-08-20 - NativeMinds, Inc., a leading provider of online customer service software for creating virtual representatives, today announced that the U.S. Patent and Trademark Office assigned patent number 6,259,969 to NativeMinds for its Example Verification technology. Example Verification -- a key component of NativeMinds' flagship product, NeuroServer® -- automates the testing of new information added to a virtual representative's knowledge base. The technology makes it easier to create smarter online service agents who can field customer questions and reduce call center and e-mail response costs.
Businesses are increasingly adopting virtual representatives as part of their online self-service initiatives. With rising contact center costs, as high as $33 per call and $10 per e-mail according to Forrester Research, more companies are turning to the Web to provide 24x7 customer self-service options. Created with NeuroServer, virtual representatives, or vReps™, are automated online service agents that answer customers' frequently asked questions via natural language dialog, preempting the need for more expensive human intervention. NativeMinds' patented technology gives the company a distinct competitive advantage by helping to increase the accuracy of vRep responses.
Bringing Virtual Agents into the Frontline of Web Customer Service
Unlike traditional natural language search engines that scan Web sites and return long lists of results, NativeMinds vReps analyze customer questions based on question type, tone, and customer history, and answer precisely with highly accurate, personalized replies. These capabilities enable vReps to handle relatively complex questions such as, "What does my insurance policy cover?" or "How do I open a checking account?"
The testing of vReps during the creation and maintenance processes is critical to ensuring a successful online customer experience. The patented Example Verification technology eliminates the need for costly, time-intensive manual testing of the vRep's "intelligence." Automated testing includes:
• Ensuring accurate vRep responses to questions
• Identifying answers that might be in conflict with one another
• Providing descriptions of any errors and why they occurred
• Guiding the vRep administrator directly to any errors so they can be fixed quickly
"When we started developing NeuroServer, our main focus was to help Fortune 1000 companies save money while improving the online customer service experience," said Walter Tackett, NativeMinds chief executive officer and co-founder. "In addition to speeding the development of new vReps, Example Verification is critical to making sure virtual service agents give accurate, relevant answers to customer questions. The technology has a direct impact on the vRep's ability to sustain conversations with real customers, offloading live agents for other tasks."
For more information, contact Verity at info@verity.com or at World Wide Web site http://www.verity.com or call 408-541-1500.
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