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Machine Learning Authors: Liz McMillan, Roger Strukhoff, Zakia Bouachraoui, Pat Romanski, Carmen Gonzalez

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Next IT Embraces Mobile and Tablet Platforms

According to market research firm Canalys, smartphone sales in 2011 outpaced that of all PCs, proving that the anywhere, anytime access offered by these devices is catapulting their popularity as the preferred device for engagement. Conversational interface creator Next IT is a pioneer in technology that allows enterprises to offer high-quality, personalized customer service on the mobile devices their customers favor.

ActiveAgent™, Next IT’s proprietary software, allows users to interact with technology by simply engaging in a conversation—bringing new levels of service to customers, wherever they are. For example, Spike, the Intelligent Virtual Assistant (IVA) created for Gonzaga University, makes life easier for new students by allowing them to ask questions about the school via text message, using their own, natural language. Spike quickly answers questions like, “Where can I eat?” and, “What are the library hours?” (To see Spike in action, text your question to 699247 [MYZAGS]).

“Portable devices are becoming the preferred method of engagement for consumers. Companies that adapt and embrace this shift by integrating technology that lets them offer their customers a more intuitive user experience on their smartphones will win in the race for buyer-loyalty across this channel,” said Chuck Wooters, CTO of Next IT.

About Next IT

Next IT helps companies deliver the perfect online customer experience. Its Intelligent Virtual Assistants combine the intimacy of 1-to-1 service that customers love, with the speed and accuracy of automated self-service that scales cost-effectively. Some of the world’s largest organizations rely on Next IT for conversational customer care that boosts satisfaction, loyalty and revenue including Aetna, Alaska Airlines, United Airlines and the U.S. Army. Visit www.NextIT.com to learn more.

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