BT Chooses Intelligent Software for Customer Service.LONDON--(BUSINESS WIRE)--Aug. 18, 1997--British Telecom has awarded a contract to Inference (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on :INFR) for its Case-Based Reasoning An AI problem solving technique that catalogs experience into "cases" and matches the current problem to the experience. Such systems are easier to maintain than rule-based expert systems, because changes require adding new cases without the complexity of adding new rules. (CBR (1) (Computer-Based Reference) Reference materials accessible by computer in order to help people do their jobs quicker. For example, this database on disk! (2) (Constant Bit Rate) A uniform transmission rate. ) knowledge management software. Following a rigorous competitive tendering process and the successful completion of several trials, BT is implementing Inference's software as part of its Marksman project, a major initiative to offer enhanced service Enhanced service is service offered over commercial carrier transmission facilities used in interstate communications, that employs computer processing applications that act on the format, content, code, protocol, or similar aspects of the subscriber's transmitted information; to its business customers. CBR will be used to search and retrieve best practice knowledge to answer customer questions and diagnose faults faster and more accurately. Subsequent phases aim to extend the deployment into other service-related channels. Paul Lavin, project manager for Marksman said, "Our objective is to improve customer service by enabling staff to resolve over 90 percent of calls at the first point of contact. Inference will help us to accomplish this." BT is also investigating the potential for a variety of other knowledge management applications. Philip Padfield, Inference's vice president sales and marketing for Europe, the Middle East and Africa Europe, the Middle East and Africa, usually abbreviated to EMEA, is a regional designation used for government, marketing and business purposes. It is particularly common amongst North American based companies, who often divide their international operations into the is delighted to be collaborating with BT. "BT's choice of CBR for knowledge management marks a milestone for us," he explained. "BT is one of the leaders in a new wave of awareness; organizations are now recognizing the immense value of their own corporate knowledge. We look forward to helping BT leverage its knowledge assets in many distinct business areas." About Inference Inference is the leading provider of self-service knowledge management solutions that help people in business solve problems for other people. Inference's Internet and knowledge management products, developed around its Case-Based Reasoning (CBR) technology, are used by leading organizations around the world -- at telesales telesales Noun the selling of a commodity or service by telephone telesales npl → televentas fpl telesales npl → and telemarketing centers, customer support and service call centers; on help desks for technology, human resources The fancy word for "people." The human resources department within an organization, years ago known as the "personnel department," manages the administrative aspects of the employees. and policies; for self-help sites over the Internet and intranet, and automated resolution on the desktop. The company's headquarters is located in Novato, Calif., with its international headquarters in Slough, UK. The company also offers a comprehensive set of pre-packaged knowledge and a complete line of consulting, support and training services from offices throughout the U.S. and Europe. For further information, contact Inference Corp. at 415/893-7200, send an e-mail to info@inference.com or visit its World Wide Web page at www.inference.com . CONTACT: Inference Ltd Debbie Goulden, 01753 771100 or Herald Communications Xanthe Vaughan Williams Vaughan Williams, Ralph 1872-1958. British composer who was influenced by folk tunes and Tudor music. His works include nine symphonies, the ballet Job (1930), and the opera The Pilgrim's Progress (1951). Noun 1. / Geethani Piyasena, 0171 222 8515 or www.inference.com |
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