Press ReleasesIan Yellin YAHOO! TAPS INQUIRA NATURAL LANGUAGE SEARCH SOFTWARE TO BOLSTER AND UNIFY CUSTOMER SELF-SERVICE CAPABILITIES InQuira Lets Yahoo! Tailor Self-Service Experience for Diverse Customer Base; Analytics Provide Insight into Site Effectiveness SAN BRUNO, CA, June 9, 2003 — InQuira, Inc., a leading provider of customer search and guided navigation applications, today announced that Yahoo! Inc. will deploy InQuira's newest natural language search software on Yahoo! Help. InQuira's software will give both consumer and business customers stronger and more tailored self-service capabilities across Yahoo!'s diverse network of online products and services. "Yahoo!'s customers are hugely Web savvy and are inclined to seek service solutions on the Web first and foremost," said Tish Whitcraft, Yahoo!'s vice president of Customer Care. "InQuira software will enable us to offer Yahoo! customers a world-class Web self-service experience that meets both customer and key Yahoo! business objectives. InQuira software's natural language search capability will let us tailor responses and provide a better online self-service experience." When deployed, InQuira's software will provide Yahoo! customers the ability to ask natural language service questions and receive the most relevant answers. InQuira's software incorporates multiple search and navigation methodologies — including Natural Language and keyword search choices — giving Yahoo! customers maximum search flexibility. Through advanced language-based question processing, InQuira software has the ability to understand customer intent, resulting in answering accuracy greater than 90 percent. The software can distinguish between types of questions, like "how" versus "how much," giving the most appropriate answer to each. InQuira's software also employs advanced analytics to aggregate valuable information about what Yahoo! customers are asking and how successful they are in achieving their self-service objectives. A series of standard reports will provide Yahoo! with quick visual insight into the overall effectiveness of the customer care site, enabling continuous improvement of content and accuracy. "Working with Yahoo! provides us with an awesome opportunity to showcase how InQuira software delivers the best customer self-service capability on the Web," said InQuira CEO, Michael Murphy. "The diversity and size of the Yahoo! customer base is a strong match with the core capabilities of our technology — the ability to tailor responses based on user intent, to access diverse product and service content wherever it resides, to analyze content effectiveness, and to scale as needs dictate." About InQuira InQuira, Inc., InQuira 6 are trademarks or registered trademarks of InQuira, Inc. User Interface Engineering, User Interface 8 Conference, and UI8 are trademarks of User Interface Engineering. All other company and product names may be trademarks of the company with which they are associated. |
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