Brightware Puts the Customer First with Knowledge Packs

Brightware, Inc. has launches a tool to offer the financial services industry e-mail relief.

Brightware, Inc. has launched a tool to offer the financial services industry e-mail relief. The vendor is introducing e-mail workflow management and automation software that includes automated capabilities to read, interpret and respond to questions without human intervention. If the question needs more detailed attention, it will route e-mails to the appropriate people within the company. Introduced in July, the Knowledge Pack is designed for retail banks, mortgage banking departments and securities firms.

"Our competitors tend to focus on either the work flow management or automation, but don’t have both. And if they do, the automation aspect is generic," says Beverly Ulbrich, senior vice president of marketing at Brightware. "Our more complicated and accurate system actually reads the e-mail to figure out what it’s asking and is able to answer it directly or route it to the correct person." Ulbrich adds that while there are no current orders for the Knowledge Pack, many institutions already use similar Brightware technology that was installed and customized prior to the availability of the packaged information.

The Brightware Knowledge Packs are based on four components: a dictionary of typical customer requests, a library of response templates which can be customized, key industry terms and products and a component that addresses the typical Internet and software issues faced by online customers. The content of each component (or "pack") can then be customized to the specific products, language and customer needs of each industry.