Commerce sites get help with customer service software.(Inference's k-Commerce Support 4.0 electronic commerce software with a customer-support component)(Product Announcement)

With the release of its new product line, Inference is using its experience in knowledge management to help Internet-commerce sites deliver better customer service online and offline.

Inference's k-Commerce Support 4.0, announced last week, enables consumers to obtain information prior to concluding a transaction. That information can be delivered through a variety of methods, including call centers, the Web, e-mail, chat, and interactive voice-response (IVR) systems.

Analysts said Inference is well-positioned to add a customer service layer to I-commerce.

"This is a new target market for them, and an interesting one as well," said Tom Sweeny, …