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Primus Introduces Answer Engine 2.0, A Web Self-Service Tool Designed To Improve Customer Satisfaction, Content Quality And Lower Overhead Costs

Product offering delivers specific answers to online content from existing corporate knowledge assets, including HTML, PDF, MS Word and text file formats

SEATTLE, WA – December 12, 2001 – Primus Knowledge Solutions, Inc. (Nasdaq: PKSI), a leading provider of knowledge application software for customer contact centers and portals, today announced the availability of Primus® Answer Engine Version 2.0, extending the scale, integration capability, and ease of deployment and use of the company’s leading product for answering customer questions via the Web. The Primus Answer Engine gives direct answers automatically from available enterprise content and provides a robust set of reporting, analysis and content improvement tools to help businesses capture customer questions and deliver improved responses.

Answer Engine 2.0 supports large-scale deployments by allowing organizations to provide Web self-service answers through a single question interface. The Answer Engine can query against information stored on single or multiple servers and within another vendors’ search engines. An enhanced “Preferred Answer” capability delivers precise and accurate responses to the most frequently asked questions, directly using site content where it is available. Reporting capabilities of the software allow companies to identify quickly what customers are asking and where content improvements are needed.
A key feature of Primus Answer Engine 2.0 is its ability to search 225 file formats, including HTML, PDF, MS Word and text.

“Primus is leading the charge when it comes to responding to a very real need in the marketplace for Web self-service tools that deliver service excellence beyond limited stovepipe systems,” said Paul Jacobs, Primus Chief Technology Officer. “Primus Answer Engine 2.0 is unmatched in its scalability, answering accuracy, interaction analysis and deployment capabilities, and its ability to integrate with other customer-facing systems. We’re excited to make this product available to current and prospective clients who use their Websites as a key customer interaction channel.”

In summary, Primus Answer Engine 2.0 features include:

·       A scalable, easy-to-deploy Web self-service tool designed to increase efficiencies internally and externally to improve communication with online audiences such as employees, partners and customers.
·       A high level of answering accuracy that comes from a unique combination of NLP (Natural Language Processing) and semantic analysis technology.
·       The ability to automatically find answers to questions from existing corporate content in 225 formats, including PDF, HTML, MS Word and text files residing on single or multiple servers or another vendor’s search engine.
·       In-depth feedback and reporting capabilities to help businesses provide better Web self service by gaining insight into customer needs, improving Website content, and responding quickly with specific answers.
·       Easy email escalation.
·       Primus’ Preferred Answer functionality providing specific, pre-determined answers to frequently asked questions.

About Primus Knowledge Solutions
Primus Knowledge Solutions provides knowledge application software that enables companies and their customers to access the information they need, easily and on demand. Primus® software delivers the ability to capture and share knowledge to optimize employee productivity, improve the customer service experience, and enable a rapid return on investment (ROI). Primus has approximately 200 customers worldwide, including such industry leaders as 3Com, 3M, The Boeing Company, Compaq Computer Corp., Ericsson, Inc., Fujitsu Limited, Inc., Genuity, Motorola and Novell. Based in Seattle, Primus has offices throughout the United States, and in Europe and Japan. For more information, visit www.primus.com or call 206-834-8100.

Primus, Primus Answer Engine, Primus eServer, Primus eSupport, and Primus Interchange are registered trademarks or service marks of Primus Knowledge Solutions, Inc. Other products and company names mentioned in this press release may be the trademarks of their respective owners. Any statements, expectations and assumptions contained in this press release that do not describe historical facts, such as statements about the integration, performance, use, and deployment of Primus products and the anticipated results constitute forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. There is no guarantee that these results will actually occur or that this new product will provide future revenues. Any forward-looking statements contained in this release are based on current expectations, are not guarantees of future performance, and are subject to a number of risks and uncertainties. Factors that could cause actual results to differ materially from current expectations include the following: difficulties encountered in the integration, deployment, or implementation of the Primus products and customer’s systems; failure in the customer’s widespread adoption and use of the Primus products; quality of the customer’s database of solutions; fluctuations in customer demand; use of the Web as a delivery vehicle for customer support or eCRM solutions; risk resulting from new product introductions and customer acceptance of new products; rapid technological change; the risks associated with competition and the rapid consolidation of competitors; continued growth in the use of the Internet; the ability of Primus to manage its growth and integration efforts and the ability of Primus to compete successfully in the future, as well as other risks identified in Primus' Securities and Exchange Commission filings, including but not limited to those appearing under the caption “Factors Affecting our Future Operating Results” in the Primus' Report on 10-K filed on March 26, 2001 and Primus’ 10-Qs filed on May 2, 2001, August 14, 2001 and November 14, 2001. The extent of return on investment of Primus products is specific to our customer’s experience.


 
Editorial Contact:
Kate Ord
Primus Knowledge Solutions Inc.
206 834-8438
kord@primus.com
 
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