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ServiceWare Enhances Automated Knowledge Building and Unstructured Search Capabilities With SmartMiner™ 2.0EDISON, NJ – December 18, 2002 – ServiceWare Technologies, Inc. (NASDAQ: SVCW), a leading provider of Web-based knowledge management solutions for customer service and support, today announced the availability of SmartMiner 2.0. SmartMiner enables organizations to utilize valuable corporate knowledge that resides outside of a company’s structured knowledge base to answer customer, employee or partner questions via agent-assisted or Web self-service transactions. SmartMiner enables customer service and support agents to search multiple sources of corporate content residing outside of a structured knowledge base and automatically add new information to the knowledge base without manual knowledge engineering. Web self-service users, including external customers, internal employees, field service personnel and strategic partners, also benefit from an enhanced ability to search additional sources of corporate information. “SmartMiner increases the probability that self- service users will find the right answers to their inquiries, improving overall customer satisfaction and reducing calls into the call center or help desk,” said Scott Schwartzman, chief operating officer for ServiceWare. SmartMiner 2.0, an optional component of ServiceWare’s eService Suite™, includes accurate pinpointing of critical knowledge within external documents, enhanced Web self-service access to external knowledge and an improved agent user interface. Call Center and Help Desk agents can find and create knowledge from existing corporate materials by searching within the text of virtually any type of file, including PDF, HTML and Microsoft Office documents. SmartMiner merges the unstructured search results with structured information retrieved from a MindSync™ search of the eService Suite knowledge base, providing agents and end-users with an integrated view of their search results. "While maintaining dedicated service knowledge-bases is critical to self-service success, relevant information that customers need is often maintained outside the support organization," states Tim Hickernell, Senior Program Director for E-Service at META Group. "Supplementing service knowledge-bases with existing corporate information sources can increase deflection to self-service from live support and can complement content management process integration across sales, marketing and service/support organizations." About ServiceWare ServiceWare is a leading provider of Web-based knowledge management solutions for customer service and support. ServiceWare's eService Suite™ software empowers organizations to deliver superior service, while reducing support costs. Powered by MindSync™, a patented self-learning search technology, eService Suite enables businesses to develop and manage a repository of knowledge to effectively answer inquiries over the Web and in the call center. More than 200 leading organizations have implemented ServiceWare software including H&R Block, AT&T Wireless, Cingular Wireless, Northeast Utilities, Reuters, Stream International, and QUALCOMM. Learn more today by visiting www.serviceware.com or calling 1.800.572.5748. eService Suite and MindSync are trademarks of ServiceWare Technologies, Inc. All other trademarks are properties of their respective owners. Statements in this press release that are not historical facts, including those statements that refer to ServiceWare's plans, prospects, expectations, strategies, intentions, hopes and beliefs, are forward-looking statements. These forward-looking statements are based on information available to ServiceWare today, and ServiceWare assumes no obligation to update these statements as circumstances change. There are risks and uncertainties that could cause actual results to differ materially from the forward- looking statements, including, without limitation, risks related to ServiceWare's eService software strategy, fluctuations in customer demand, use of the Web as a delivery vehicle for customer support solutions, risks resulting from new product introductions, integration of acquired products with current offerings, customer acceptance of new products, rapid technological change, risks associated with competition, continued growth in the use of the Internet, ServiceWare's ability to retain and increase revenue from existing customers and to execute agreements with new customers, and ServiceWare's ability to attract and retain qualified personnel. Risk factors are described in more detail in ServiceWare's filings with the Securities and Exchange Commission. Editorial Contact: Jessica Jordan ServiceWare Technologies (412) 826 –1014 x 1413 jjordan@serviceware.com top of page |
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