Responsible self-service

Verity has released Version 3.8 of its Response integrated online self-service solution. Prior to Verity’s acquisition of NativeMinds’ strategic assets in March, the product was known as NeuroServer 2004. This is the first release of the product under the Verity Response brand.

Verity expects Response to reduce costs associated with customer support call centers, as well as IT and HR help desks. The company says Response acts as a virtual representative--or vRep--that combines search, FAQ and “contact us” functionality on an organization’s Web site. The product aims to comprehend what users are asking and returns a single, correct response ranging from a short explanation, a link to a Web page with the appropriate procedure, or a pre-populated e-form.

Verity further claims Response also provides feedback mechanisms to collect information to better understand users’ needs and drive down support costs.