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Primus Knowledge Solutions has introduced Answer Engine Version 3.0, which is claimed to be a scalable and easy-to-deploy solution with new capabilities for answering customer questions in Web self-service and assisted service environments.

Based on Web services, Answer Engine 3.0 is built on the J2EE platform and will support deployment on Windows and Solaris. It operates in six languages: English, French, German, Spanish, Italian and Dutch.

Primus reports Answer Engine uses proprietary natural language search technology to deliver precise answers to incoming questions without forcing businesses to build or maintain complex taxonomies. When a user types a question in natural language, the software analyzes the usage context, parts of speech and other language characteristics to match the question to available content and then returns the correct answer with the relevant text highlighted inside the document, says Primus.

The company adds that Version 3.0 includes improved logging and reporting tools, which also use proprietary natural language analytics to evaluate questions and answers. Statistics provided in the reports included questions asked, which questions go unanswered and user satisfaction levels.

Answer Engine 3.0 runs as a standalone technology or in conjunction with Primus eServer.