RightNow Technologies Rolls Out Web Customer Service Suite
- By Scott Bekker
RightNow Technologies Inc. introduced RightNow Web 3.2, an upgrade to its customer service suite.
RightNow Web 3.2 incorporates several new features. The new SmartAssistant feature utilizes neural networking to track the relatedness of knowledgeable solutions. By analyzing real-time and historical click stream data, SmartAssistant is able to present Web site visitors with recommended solution documents.
A new knowledge aging feature allows companies to determine which solutions will become less relevant over time and automatically drop them in accessibility.
Users can now conduct natural language searches if they are unable to find answers by browsing the self-service knowledge base.
On the back end, new workflow features improve response times by allowing companies to assign customer service representatives to different groups. Once groups are assigned, RightNow Web routes inbound customer service inquiries evenly across appropriate groups.
RightNow Web 3.2 ships with RightNow API, an application programming interface that allows users to integrate RightNow Web with their legacy knowledge base and help desk systems.
Contact RightNow Technologies, (888) 322-3566, www.rightnowtech.com.
Scott Bekker is editor in chief of Redmond Channel Partner magazine.