Big Science Introduces Klones to Provide Plainspoken, Friendly Customer Care on E-Commerce Web Sites.ATLANTA--(BUSINESS WIRE)--Oct. 13, 1998-- "Virtual employees" speak with online shoppers and link with back-office applications They're never rude and they'll never ignore a customer. They require no training and never call in sick. They are Klones, the information-age solution to customer service staffing problems. Big Science Company has introduced the Klone(TM) Server, a new product that creates the first virtual employees that communicate in plain English Plain English (sometimes known, more broadly, as plain language) is a communication style that focuses on considering the audience's needs when writing. It recommends avoiding unnecessary words and avoiding jargon, technical terms, and long and ambiguous sentences. with shoppers on electronic commerce web sites. Klone Server is designed to enhance customer service and support on the Internet. The Klone links with "back office" call tracking, e-commerce shopping, search, and database access applications to work like a virtual knowledge worker. Like any knowledge worker, a Klone can answer customer questions, update customer databases, open call tracking tickets, and even perform commercial transactions by accessing a company's "back office" computer infrastructure. Users ask Klones for help through a conversational "chat" interface requiring no embedded Inserted into. See embedded system. scripts or plug-ins. The graphical character "talks" back to users through a speech bubble and gives emotional feedback through a range of facial expressions facial expression, n the use of the facial muscles to communicate or to convey mood. . Klones improve site navigation, customer assistance and e-commerce transactions because they can accomplish a wide range of end user tasks--users need only tell the Klone what they want, not how to accomplish it. Big Science's patent-pending technology provides the reliability and scalability required by enterprise support and e-commerce providers. Founded by former IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) software specialists, Big Science plans to market Klone Servers to organizations aiming to be leaders in e-commerce. Klones provide an unmatched level of personalization Custom tailoring information to the individual. On the Web, personalization means returning a page that has been customized for the user, taking into consideration that person's habits and preferences. . Don Pepper, author of "Enterprise One to One" says in his "Marketing One to One" newsletter, "[Klones] enable clients to interact with... an animated character that can understand complex requests and converse (logic) converse - The truth of a proposition of the form A => B and its converse B => A are shown in the following truth table: A B | A => B B => A ------+---------------- f f | t t f t | t f t f | f t t t | t t in real-time....Much more fun than a questionnaire." Big Science Company enables personalized per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. customer assistance on e-commerce web sites through Klones: Knowledge Workers for the Information Age. For more information, contact Joel Ackerman at 678-947-4641, or visit http://www.bigscience.com |
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