LucasArts Chooses Inference's Problem Resolution Tool to Offer Self-Service Customer Support via the World Wide Web; "Yoda's Help Desk" Offers LucasArts Gameplayers Round-the-Clock Assistance via Company's Web Site.NOVATO, Calif.--(BUSINESS WIRE)--Aug. 22, 1996--Using Inference Corporation's (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), CasePoint WebServer problem resolution technology, LucasArts Entertainment Company customers can now log on to www.lucasarts.com to troubleshoot To find out why something does not work and to fix the problem. Troubleshooting a computer often requires determining whether the problem is due to malfunctioning hardware or buggy or out-of-date software. See debug. and solve their own technical support problems. The new self-help technical support tool, Yoda's Help Desk, gives LucasArts customers around the world an opportunity to solve their own technical support issues 24-hours-a-day, seven-days-a-week. The system allows customers to access the same tools as internal product support representatives, and with the guidance of Yoda, discover solutions for themselves. Designed to complement LucasArt's highly qualified telephone representatives, Yoda's Help Desk empowers customers with options to solve their technical support problems at hours that are most convenient to them. For example, a gameplayer can log on to Yoda's Help Desk to solve a problem that they may be having with Rebel Assault 2. The user can type in the description of the problem, such as "I'm getting no sound on my new version of Rebel Assault." This is then matched to descriptions of previously solved problems to identify likely solutions. Yoda's Help Desk, using Inference's CasePoint WebServer, further guides the user by posing a set of questions that is used to further refine the search, such as "which sound card are you using," until a very likely solution, such as "Run Rebel Assault 2 in low resolution to improve performance," is presented. According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Jason Deadrich, Internet marketing See Internet advertising. specialist at LucasArts Entertainment Company, "We want to use our World Wide Web home page to increase our level of customer service by providing our gameplayers direct access, via the World Wide Web, to troubleshooting information that will allow them to solve their own problems. We chose Inference's CasePoint WebServer because of its easy-to-use, intuitive interface and because we will be able to leverage our highly successful customer support with Inference's CaseBased Reasoning (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. ) technology." "Leading companies like LucasArts are using the Internet and the World Wide Web to deliver significant value to their customers," said Peter R. Tierney, chairman, president and chief executive officer of Inference Corp. "Inference's CasePoint WebServer has changed the way companies provide customer support by giving customers direct access to information they need via the Web." About CBR Products Inference's CBR2 products facilitate successful dialogue with the customer. This intuitive dialogue-like approach makes CBR2 ideal for use by call center professionals and to deploy knowledge directly to customers in environments such as the World Wide Web. A typical CBR2 session begins with a description of the problem the user is having or the product a customer wants to purchase. This is matched to descriptions of previously solved problems or to product characteristics that identify likely solutions and products. CBR2 products further guide the user or customers by posing a set of questions that is used to further refine the search until a very likely solution or product is presented. CBR2 Family of Products CBR2 is a family of products that has been built to index and retrieve unstructured information in a wide variety of front-office applications. It is commonly used to serve the problem resolution and product recommendation needs of an organization's customer service operation in the help desk, call center, 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. , telesales telesales Noun the selling of a commodity or service by telephone telesales npl → televentas fpl telesales npl → and telemarketing telemarketing, the practice of selling goods or services to customers by means of the telephone or of surveying consumer preferences in telephone conversations. departments. The products have a variety of deployment options that allow them to be used as a common platform for the distribution and dissemination dissemination Medtalk The spread of a pernicious process–eg, CA, acute infection Oncology Metastasis, see there of all types of unstructured information both within the organization and externally to customers, vendors and prospects. The CBR2 Family of Products includes CasePoint, CasePoint Search Engine, CasePoint WebServer, CBR Express, CBR Express Generator, and CBR Express Tester. Operating systems Operating systems can be categorized by technology, ownership, licensing, working state, usage, and by many other characteristics. In practice, many of these groupings may overlap. supported include Windows 3.1, Windows 95, Windows NT (Windows New Technology) A 32-bit operating system from Microsoft for Intel x86 CPUs. NT is the core technology in Windows 2000 and Windows XP (see Windows). Available in separate client and server versions, it includes built-in networking and preemptive multitasking. , Sun Solaris, OS/2 and HP-UX HP's version of Unix that runs on its 9000 family. It is based on SVID and incorporates features from BSD Unix along with several HP innovations. (operating system) HP-UX - The version of Unix running on Hewlett-Packard workstations. . Inference Corporation Inference Corporation is a leading provider of software for strategic knowledge publishing, knowledge distribution and content management. Inference's CBR2 products support a wide range of operating and deployment platforms, including fileserver, client-server, speech-enabled server, web-server and embedded Inserted into. See embedded system. implementations. The company also offers a complete line of consulting, support and educational services, as well as pre-packaged knowledge. Based in Novato, Calif., Inference has licensed its products to over 500 customers -- reaching more than 500,000 end users in over 22 countries. For more information, contact Inference Corporation at 415/893-7200 or visit its World Wide Web page at www.inference.com. -0- Note to Editors: Inference, CasePoint, CasePoint Search Engine, CasePoint WebServer, CBR2, CBR Express CBR Express Tester and CBR Generator are trademarks of Inference Corporation. CONTACT: Inference Corporation Susanna Cesar, 415/893-7208 cesar@inference.com |
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