RightNow Awarded Fourth Patent for Optimization of Customer Self-Service Via the Web

Published on February 17, 2006 in Computer Software, Technology


Unique Heuristics for Presenting Site Visitors with Most-Sought Information Brings On Demand CRM Leader’s Total Patents Issued and Pending to 18

Bozeman, Mont (February 17, 2006) – RightNow® Technologies (NASDAQ: RNOW) today announced it has been awarded U.S. Patent No. 6,985,893, its fourth patent for optimization of customer self-service searches. The patent, entitled “Usage Based Strength between Related Help Topics and Context Based Mapping Thereof in a Help Information Retrieval System,” helps companies provide site visitors with the information item or items they are most likely seeking based on the web page they’re on when they initiate their search.

Thus, for example, customers clicking on a “help” link from an ordering page might first be provided with information about shipping and return policies–while customers clicking on that same link from a product description page might first be provided with more detailed technical specifications or answers to frequently asked questions about the product’s capabilities.

The patent underscores RightNow’s continuing technology leadership in web self-service, which it has been pioneering since its founding in 1997. It also highlights the expansion of RightNow’s self-service heuristics beyond self-service knowledge bases to enhance the total business value of B2B, B2C and public-sector web sites.

The award of this patent brings RightNow’s total patent portfolio to seven issued patents and 11 patents pending.

RightNow’s self-service technologies enable companies to significantly reduce their contact center workloads and improve customer service by automatically providing answers to common questions 24 hours a day, seven days a week via the web. Private- and public-sector organizations using these technologies–and applying RightNow’s proven best practices–have achieved self-service rates of more than 90 percent and have saved millions of dollars.

“RightNow is leading the way in enterprise software and applying principles of artificial intelligence and innovative algorithms to maximize every interaction an organization has with its customers,” Mike Myer, vice president of development and CTO at RightNow, said. “Our solutions continue to set the pace for the entire industry, and provide our customers with a competitive advantage.”

Source: RightNow

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