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Kana to Use Banter Natural Language Software.

CRM vendor Kana Software Inc has announced it is making the Banter Server from Banter Inc an optional component in its Response email handling product to enable customer requests to be dealt with more rapidly.

Banter Inc is a privately held natural language understanding software developer and its Banter Server combines proprietary technology for natural language processing, statistical and semantic modeling with automatic machine learning to analyze and understand the content of documents and messages written in an everyday, informal manner. By embedding it into Kana Response, the Menlo Park, California-based CRM vendor aims to help call centers meet the need to respond to a rising tide of emails from customers in a consistent and accurate way.

By using natural language understanding, the Banter technology will be able to understand the content of an email and suggest an appropriate response to the agent. When an email comes in, Kana Response will send it to the Banter Server, which will read it and get back with a proposed action, such as "check status of order".

Kana's move in embedding the Banter technology is typical of a trend on the part of call center infrastructure vendors toward adding intelligence into their products. Call and contact center operators are becoming increasingly cost-sensitive at the same time as they are having to deal with growing volumes, both of calls and other forms of interaction like emails.

Maintaining and even improving response times is critical, so technology like that from San Francisco, California-based Banter, which facilitates a degree of automation is much sought after. In a similar move this week, New Zealand ISV Zeacom Ltd introduced technology enabling call centers using Microsoft CRM to bring up customer information on a pop-up screen in response to automatic caller identification.
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Publication:Computergram International
Article Type:Brief Article
Geographic Code:1USA
Date:Jul 18, 2003
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