LONDON-Orange plc signed a contract with Inference Corp. for its customer service software.
Inference’s case-based reasoning (CBR) products will assist staff in responding to customers’ inquiries on the phone, said Inference. CBR gives staff of all levels access to specialist knowledge and guides them to appropriate responses to inquiries by means of a series of questions and answers.
“The most striking benefit we have gained from Inference’s software is a sharp increase in the number of inquiries solved in the first call,” said Richard Brennan, Orange’s group director of information technology and operations. “We have also noticed considerable improvements in the accuracy and consistency of responses given by support personnel.”
Orange said it provides a broad range of personal communications services as well as Orange personal communications network services that include digital cellular telephony and paging services. Inference is headquartered in Novato, Calif., with international headquarters in Slough, U.K.
