A self-serving offering

ATG says its first in a series of new Web self-service solutions, Adaptive Customer Assistance (ACA), moves beyond so-called “traditional” online self service.

ATG believes other self-service offerings are modeled after early search engines, where typical responses to queries are answered with a list of “thousands” of documents with varying degrees of relevancy. ATG claims ACA’s combination of natural language search, unique answer repository and personalization capabilities gives users a direct answer to their question, personalized with their specific data, guiding them toward other resources and next steps.