January 30, 2003, 12:00 AM

Circuit City explores web-based customer self service

Circuit City will deploy the RealDialog technology from LiveWire Logic to provide customer service at call centers. The technology could be deployed to the web for self-service.

Kurt Peters

Executive Editor

 

Circuit City Stores Inc. will deploy the RealDialog technology from LiveWire Logic Inc. to provide customer service at Circuit City`s call centers. The technology could be deployed to the web for self-service, as other LiveWire customers are doing.

RealDialog is an automated service designed to help call center reps assist customers in solving problems. It is an interactive technology that seeks to answer questions in a conversational format and retains the context of the questions and answers for follow-up questions.

The system also can query outside databases, such as from a retailer to a manufacturer.

LiveWire says it designed RealDialog to be maintained by non-technical personnel, allowing staff to create responses through a drag-and-drop mechanism.

 

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