NativeMinds Introduces Virtual Representative Application for Consumer Packaged Goods Industry.

Business Editors/High-Tech Writers

SAN FRANCISCO--(BUSINESS WIRE)--May 12, 2003

Conversational Virtual Reps Humanize Online Customer Service and

Give Businesses Insight into Customer Preferences and Interests

Leading consumer packaged goods companies are increasingly using online customer service to strengthen customer relationships on the Web. Today, NativeMinds released a new vertical application designed to help consumer packaged goods companies improve online customer service, get closer to consumers, and promote products and brands. This is the first self-service application specifically aimed at the consumer packaged goods industry.

NativeMinds has distilled its best practices with leading consumer brands, enabling Fortune 1000 companies to quickly launch virtual representatives that provide around-the-clock customer service. Virtual representatives, or vReps(TM), are automated customer service agents that provide a humanized point of contact for online self-service while reducing customer relations costs by offloading questions from the call center.

Major packaged goods firms, including Coca-Cola Co., Iams, Miller Brewing Co., Pepsi-Cola, and Ragu, are among those using NativeMinds vReps to answer customers' questions and build brand identity. Consumers increasingly visit Web sites to find everything from product and service information to recipes and coupons. In addition, consumers are often willing to give manufacturers their e-mail and postal addresses and provide feedback by telling marketers their needs and preferences. But more than 80% of consumer-oriented Web sites fail to capture this information, according to Forrester Research. vReps make the most of this opportunity by engaging consumers in an interactive conversation that captures valuable data such as demographics and promotion success rates.

Fullhouse Media, a Milwaukee-based interactive agency, implemented a vRep on Miller Brewing Co.'s Web site to field consumer questions. "Companies are taking advantage of the conversational aspect of vReps to drive marketing programs on the Web," said Eric Zoromski of Fullhouse Media. "The Miller vRep signs visitors up for newsletters, promotes brands, and gives details on contests. And with vReps that are based on real Miller employees, the Web site now has a more personalized, human feel."

Action Strategies Align Customers' Questions with Business Objectives

Unlike FAQ knowledgebases and natural language search engines, vReps listen to customer needs and take action. NativeMinds has incorporated pre-built action strategies to route customer inquiries to the appropriate channel, whether e-mail response or a live customer service representative, and to maximize opportunities to promote new products or capture contact information. The application also includes pre-set questions such as "Can I get a free sample?" These templates speed the deployment of vReps and guarantee that customer requests will be handled quickly and appropriately.

Reporting Keeps Companies in Touch with Customers

New reporting functions strengthen the performance and analysis throughout the vRep lifecycle, going far beyond standard click-through analysis found in other self-service tools. Enhanced reporting capabilities give snapshots of performance, including average number of conversations, percentage of resolved, partially resolved and unresolved questions, as well as average number of concurrent users. Content analysis reports identify areas of the vRep's knowledgebase that require further development, enabling the vRep to grow over time. Companies can also view actual conversations, the most popular questions, URLs and categories, giving them insight into their customers' wants and needs.

"Our list of leading consumer packaged goods customers is proof that we understand their unique online service needs," said Aaron Rosenbaum, vice president of products and marketing at NativeMinds. "This application is helping CPG companies elevate consumer satisfaction, more effectively mine valuable consumer information, and reduce customer service costs."

Pricing and Availability

The CPG application is currently available. Please contact a NativeMinds sales representative at 800-968-1002 for more details and pricing information.

About NativeMinds

NativeMinds is a leading provider of next-generation customer relations solutions called Virtual Representatives, or vReps(TM), that increase customer satisfaction and reduce costs. vReps are life-like, conversational customer service agents on the Web. Using vReps, companies increase brand awareness, build customer loyalty and gather valuable customer insight. Leading NativeMinds' customers include American Express, Coca-Cola Co., Department of Defense, Ford Motor Company, Pepsi-Cola, Procter & Gamble, T-Mobile, and Unilever. NativeMinds is a privately held corporation based in San Francisco. For more information and to talk to a vRep, visit www.nativeminds.com.

Note to Editors: NativeMinds, vReps, and the NativeMinds logos are trademarks or registered trademarks of NativeMinds, Inc. All other names or products are the property of their respective holders.