Updated Kaidara software bolsters capabilities

Kaidara Software has released Version 3.0 of its Advisor software, saying it can help companies increase customer satisfaction and save money by resolving customer problems on the first go-round

Kaidara Software has released Version 3.0 of its Advisor software, saying it can help companies increase customer satisfaction and save money by resolving customer problems on the first go-round.

Kaidara Advisor 3.0 is a centralized data engine that facilitates customer support interaction across the entire enterprise, the Los Altos, California-based company said.

Companies such as DaimlerChrysler, General Motors and Chicago Mercantile Exchange use the software in call centres, for customer support websites and with dealer or partner networks to speed up the resolution of customer support requests, Kaidara said.

This version of the software interprets the question or problem and follows up with questions, if needed, until the root issue — and a solution — is identified, according to Sam Hickman, Kaidara's vice president of marketing. The software does this by reusing previous experience to solve the problem at hand by comparing it to similar past problems.

The software also adapts to the different roles and levels of user competence, Hickman said. If, for example, the user identifies himself as a novice, the software asks questions to guide the user to an answer. If the user is an expert, the software can more quickly pinpoint an answer.

Advisor 3.0 works in 22 languages and gives consistent answers across all of them, he said.

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