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, …