Temlak hopes some kind of preformatted response will work in six out of 10 cases and will trim 30 percent to 40 percent of each rep's workday. Each local cable franchise will have to have its own unique product set, so a different set of answers will have to be established. The heart of Brightware's technology is intelligently figuring out what a person is trying to ask from questions that are often vague, says company CEO Chuck Williams. The company has 25 customers, mostly in financial services. Piloted in Los Angeles in late September was a second, even more promising application built by Service Co. on Brightware technology that will guide a subscriber through Web-based decision support.
People are willing to find their own answers instead of staying on hold to reach tech support.
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