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EPSON Chooses Inference k-Commerce Support to Provide Multi-lingual Web Self-Service to Customers

k-Commerce Support will enable EPSON customers to access answers in 6 languages

NOVATO, Calif. (September 8, 1999) Inference Corp. (NASDAQ: INFR), a leading provider of software and services for sales, service and support across the Web and the Contact Center, today announced that EPSON, the UK¹s number one inkjet manufacturer (Romtec/Gfk), has launched a customer self-support website driven by Inference¹s k-Commerce Support software.

EPSON will be using k-Commerce Support software to provide customers with multi-lingual self-support on its Stylus line of inkjet printers. k-Commerce Support will allow EPSON customers to answer their own queries and troubleshoot their own printer problems via the Web 24 hours a day, 7 days a week. Customers will simply access the website, select their query type and then engage in a conversational question and answer series to find a solution. "EPSON¹s policy is to provide the latest technology in products of the highest quality, backed up with the best pre and post sales support," said David Ratcliffe, director of Technical Services for EPSON (UK) Ltd. "EPSON needed a tool that would allow us not only to create a knowledge repository for past products, but also to distribute knowledge quickly when new products are released. k-Commerce Support will enable us to achieve this."

"We are excited that EPSON has chosen k-Commerce to provide self-service customer support in multiple languages," said Charles W. Jepson, president and chief executive officer, Inference Corporation. "k-Commerce Support will help EPSON customers to receive accurate answers in their native language." "EPSON sees the Internet as one of the most efficient ways to provide support to our customers. With k-Commerce Support we will provide consistent service across the Web in multiple languages and will attain significant cost savings at the same time. The site is currently available in English, with French, German, Spanish, Italian, and Portuguese to follow, " added Ratcliffe. EPSON purchased the Inference software in March 1999 and the site went live in June 1999. Future plans include extending the k-Commerce knowledge base to other product lines such as scanners, digital cameras and video projectors. EPSON will also look to deploy the knowledge base on CD-ROM as an additional way of providing self-service to its customers. The self-service site can be viewed at http://www.epson.co.uk/support/selfhelp/english.htm

About EPSON
EPSON's history spans over 100 years with a heritage that began in watchmaking and led to the invention of the world's first quartz watch. In the early 1960s, Seiko EPSON was established to develop crystal chronometers and printing timers for official timekeeping at the 1964 Tokyo Olympics. Based on those technologies, the company introduced the world's first commercially successful printer mechanism four years later, the EP-101, and has since pioneered the development of computer printers that lead the industry in print quality, function, ease of use, quietness and speed. Today, EPSON delivers a vast array of high-quality technology products that are compact, reliable, easy to use, energy- and cost-efficient. EPSON (UK) Ltd was set up 20 years ago, and EPSON¹s manufacturing plant employs over 2,500 people in Telford, Shropshire.

About k-Commerce
Inference¹s k-Commerce suite of products replicates the experience of a company's best sales and customer service representatives to provide answers to questions and solutions to problems across the entire customer Contact Center which includes the call center, Web, e-mail, IVR and chat. k-Commerce employs a flexible, conversation-based approach to problem solving, providing customers with a familiar and consistent interface regardless of which access mode they choose. Customers enter their questions in everyday language and then engage in a question and answer conversation to find a solution. This conversation leverages the knowledge of a company's best sales and service representatives in a comprehensive knowledge base, providing accurate and consistent answers and solutions across the Contact Center.

About Inference Corporation
Inference Corporation (NASDAQ: INFR) is a leading provider of software and services for customer relationship management and e-Commerce. Inference¹s k-Commerce product family offers conversation-based, knowledge-driven solutions for sales, service and support across the Web and the entire customer Contact Center. k-Commerce leverages a company¹s knowledge, integrating e-Commerce and Customer Support for fast, accurate and consistent answers and personalized service. Inference helps companies raise customer care to the next level while taking e-commerce beyond the transaction. Headquartered in the San Francisco Bay area, with international headquarters near London, England, Inference supports its customers from offices throughout North America, Europe and Asia Pacific through a global professional services organization. For further information, contact Inference at 415-893-7200, send an e-mail to info@inference.com or visit www.inference.com.

The Inference logo, k-Commerce and the k-Commerce logo are trademarks of Inference Corporation in the United States and other countries. All other company names and products are trademarks or registered trademarks of their respective companies.

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Editorial Contact:
Richard Henderson
Porchivina & Associates Public Relations
415-893-1891
rich@papr.com

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