Web self-service used by Apple gets tweaked

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Kanisa, which provides online self-service for companies such as Apple and Adobe, has updated Kanisa, its enterprise-class software solution, to version 3.0.

In April 2000, Apple chose Kanisa's e-Service solution to enhance the company's online customer service and support. The company also announced an investment of US$15 million in Kanisa, which offers a suite of e-Service solutions that lets companies retain customers and build loyalty by improving the customer experience in an online environment.

"We want to provide our customers with an online service and support experience that is personalized and interactive," said Steve Jobs, Apple's CEO at the time. "We think Kanisa has the best e-Service technology to help us do this."

Kanisa 3.0 is the industry's first enterprise service solution capable of integrating structured and unstructured data and queries into a dialog-based retrieval process, which "significantly extends" the reach of automated service, according to Dominique Trempont, CEO of Kanisa. The new release also delivers new reporting features, allowing the enterprise to better analyze customer behavior, enhance the service experience and identify content holes, he added.

What's more, Kanisa 3.0 enables the enterprise to serve customers worldwide, in a locale-specific way, with its new internationalization and localization features. The new release will also offer portal capabilities, avoiding calls and service incidents with proactive notification, personalized to each customer's needs and interests.

Apple and Kanisa have worked together to create a customized implementation of Kanisa ESP, an automated, online customer service solution that emulates an experienced customer service representative, to guide customers through Apple's service and support Web site.

This story, "Web self-service used by Apple gets tweaked" was originally published by PCWorld.

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