Microsoft, Colloquis Offer Services
Techtree News Staff, Oct 16, 2006 1437 hrs IST
Here on, Microsoft will offer services based on Colloquis technology, and will incorporate the technology into its own products.
Microsoft has acquired privately-owned Colloquis, provider of conversational online business solutions that feature natural language processing technology. Here on, Microsoft will offer services based on Colloquis technology, and will incorporate the technology into its own products.
Initially, the company will offer a managed service called "Windows Live Service Agents" based on Colloquis' existing automated service agent offering.
"Windows Live Service Agents" will provide a hosted Web-based customer service application that interacts with end users in conversational language. The service will combine traditional online support with natural language logic. Microsoft is hopeful that the new service will augment its existing contact center solution, Microsoft Customer Care Framework (CCF).
Commenting on the service, Maria Martinez, corporate vice president - communications sector, Microsoft, said, "Microsoft is focused on providing solutions such as CCF that will allow our customers to create a positive customer service experience regardless of the channel, be it phone, e-mail, or the Web. The addition of 'Windows Live Service Agents' to our portfolio will simplify access to information, streamline issue resolution, minimize support costs, and improve customer satisfaction."
The first group within Microsoft to use "Windows Live Service Agents will be Xbox. The Colloquis technology will majorly contribute in helping Xbox users find information for support needs. Thanks to the conversational tone and ease of use, users will get an alternative approach to address commonly asked questions."
Microsoft will also use Colloquis Internet bot technology in an application called "Windows Live Agents," meant to be a conversational application letting users interact via Windows Live Messenger.
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