Verity Inc., a leading provider of enterprise software that enables organizations to maximize the return on their intellectual capital investment, announced the immediate availability of version 3.8 of the Verity Response integrated online self-service solution. This marks the first release of the product under the Verity Response brand. The product was previously known as NeuroServer, prior to Verity's acquisition of the NativeMinds' strategic assets in March 2004.
Verity Response aims to reduce costs associated with customer support call centers, as well as IT and HR help desks. Verity Response acts as a virtual representative - or vRep - that combines search, FAQ and "contact us" functionality on an organization's Web site. The product aims to comprehend what users are asking, and returns a single, correct response ranging from a short explanation, a link to a Web page with the appropriate procedure, or a prepopulated e-form.
Verity Response also provides feedback mechanisms to collect information to better understand end-users' needs and drive down support costs. This helps to ensure that an online self-service application keeps pace with the changing needs of both internal and external customers as well as an organization's changing business requirements.
Verity Response 3.8 allows organizations to jumpstart their natural language Q&A interface deployment via the inclusion of a base virtual representative, or vRep. The base vRep includes answers to a wide range of common questions with minimal configuration, for example, "where are your company headquarters?" The base vRep can be further adapted and refined to handle a broad range of inquiries easily and accurately.
The enhanced Verity Response Content Console in version 3.8 allows business users to view comprehensive reports that analyze performance metrics, such as customer conversations, usage, trends and accuracy, identify content development opportunities and gather valuable customer insight on the most popular content.
The Verity Response solution can be used as a stand-alone product, or integrated with Verity K2 Enterprise or Verity Ultraseek for higher effectiveness of the self-service solution.
Verity Response's integration with Verity K2 Enterprise (K2E) search, classification and recommendation software and the Verity Ultraseek downloadable enterprise search engine allows customers with either of these products to deploy Verity Response quickly and easily. Customers will be provided with a list of the most relevant search results in addition to the optimal response to their queries. With this integration, Verity Response 3.8 takes advantage of many of the advanced features found in K2E and Ultraseek, including query-based summaries and spelling suggestions.
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