Smarter service, simply
ServiceWare Technologies has announced significant enhancements in the newest version of eService Suite, notably SmartMiner, which the company claims is the industry’s first automated knowledge building tool for customer service. ServiceWare explains that SmartMiner permits searching some 50 types of external files outside of the service organization, assesses that knowledge based on relevance and merges the results from information retrieved the knowledgebase.
All elements are now browser-based in 4.0, and self-service experiences can be added to the knowledgebase. Plus, browser clients are being certified on the Solaris 7 platform.
ServiceWare has also added the following service improvements:
- Decision Integrity Team (DIT). The company’s team of knowledge management experts will work directly with companies to understand their unique infrastructure, customer needs and overall business objectives. The Decision Integrity Suite now includes a more formalized results measurement process through three and 12-month analysis, results and recommendations presentations.
- Global Enterprise Services. ServiceWare’s implementation team work with DIT and integration partners to ensure that eService Suite meets customers’ business goals. The new methodology includes concurrent knowledge management domain analysis, customer training and integration/implementation services.