July 2, 2002
NTT Advanced Technology Corporation
NTT Advanced Technology Corporation
NTT-AT to launch MatchWeb, an autonomous solution for FAQ websites
providing efficient user searching for answers and efficient contact center operations
NTT Advanced Technology Corporation (hereafter referred to as NTT-AT, headquartered in Shinjuku-ku, Tokyo, Japan; President: Kimio Tazaki) is to start marketing MatchWeb, a new system with autonomous functions to improve the efficiency of searching an FAQ website. Supported by a Japanese language analysis function, MatchWeb uses an analysis of how the FAQ website is used to find the appropriate answers for inquirers in an instant. (http://www.matchcontact.jp/).
NTT-AT is exhibiting Match Contact Solution, a total solution for e-contact centers, including MatchWeb, at NetWorld+Interop 2002 Tokyo, which will be held in Makuhari Messe, Chiba Japan from July 3 to 5, 2002.
NTT-AT is exhibiting Match Contact Solution, a total solution for e-contact centers, including MatchWeb, at NetWorld+Interop 2002 Tokyo, which will be held in Makuhari Messe, Chiba Japan from July 3 to 5, 2002.
Background
Today's widespread use of e-business is resulting in increasing numbers of inquiries sent to contact centers by e-mail or through the centers' websites, causing an urgent need to reduce the workload for handling such inquiries at the centers and to improve the quality of the answers. As a solution to these urgent issues, in April 2000 NTT-AT launched MatchMail-CallCenter (now renamed MatchMail*1), an automatic e-mail classification and distribution system, fully supporting the Japanese language. MatchMail has earned a high reputation as it has undergone a series of upgrades to take account of feedback on user needs in various fields across Japan.The new product, MatchWeb, supports customers in using the FAQ websites of contact centers. It uses information about how the FAQ website has been used to identify the answer that best fits the need of the inquirer. This, in turn, allows the operation at the contract center to be made more efficient.
Overview
MatchWeb analyzes the meaning of a question expressed in natural Japanese sentences and identifies the answer that best matches the question. In doing so, it relies on information about the usage of the FAQ website and about the search history of the inquirer. These functions enable the user of the FAQ website to find the answer he or she wants more easily, which in turn reduces the number of inquiries that might otherwise be directed to the contact center.If no suitable answer to the user's question is found, the question is passed to MatchMail for handling by the contact center. The main details of MatchWeb are as follows:
- Main features: FAQ registration, management and search; a user window for use by a contact center or employees of the company running the contact center; and a user window for use by inquirers who access an FAQ website.
- Price: from 10 million yen.
- First scheduled delivery: October 2002.
Reference information
In conjunction with the launch of MatchWeb, the existing products MatchMail-CallCenter and MatchMail-Intelligence have been upgraded, with new functions added, and have been renamed MatchMail, and MatchMiner*2.MatchWeb, MatchMail, and MatchMiner are sold as part of Match Contact Solution, a total solution combined with professional services*3 offered by Japanese language analysts and systems specialists. (http://www.matchcontact.jp/)
For *1, *2, and *3, see the figure below.
