E-mail wises up

Primus Knowledge Solutions has released its Primus eMail Assist solution, software said to allows customer support agents to more effectively receive and respond to customers' e-mail questions.

The company reports eMail Assist works in tandem with the Primus knowledgebase to incorporate a response into the problem resolution workflow. As an e-mail enters an organization, Primus eMail Assist allows agents to draw on solutions in the Primus knowledgebase and documents across the enterprise. Using natural language processing, eMail Assist understands the question the sender is asking, automatically examines the problem description and suggests solutions for agent review.

Primus says eMail Assist provides three key benefits to support organizations by providing more effective service through the e-mail channel. They include:

Auto analysis. The software automatically suggests knowledgebase solutions that have been created and delivers answers from unstructured content elsewhere in the company. Agents review the suggestions, click to embed the best solution(s) in an e-mail-ready template and instantly deliver the answer to the customer.

Integrated workflow. eMail Assist integrates with call tracking and other CRM systems by opening tickets or linking to existing tickets for consolidated records of customer responses and interactions--enabling a single view of the customer and reducing the time to read and respond to questions.

Leveraging existing technology investments. The solution integrates with existing e-mail management systems and e-mail servers to take full advantage of current IT investments, while naturally fitting into established support environments.