U.S. ARMY DEBUTS NEW INTERACTIVE TECHNOLOGY ON WEBSITE TO CONNECT WITH TECH-SAVVY AUDIENCE
Army enlists virtual assistant “SGT STAR” utilizing Next IT’s innovative ActiveAgent software
SPOKANE, Wash. - January 3rd, 2007 - Recognizing the need to connect with potential recruits in a new way, the U.S. Army has officially launched “SGT STAR,” a pioneering, technology that changes the way people interact with computers. Featured on goarmy.com, SGT STAR is a unique, interactive virtual assistant created by Spokane, WA based software developer Next IT. The technology uses natural-language to answer questions in real time and provide accurate, detailed information about the U.S. Army.
"Even though people use a variety of media we know the Internet is becoming the top choice." says Fred Brown, CEO of Next IT. (www.nextit.com) "SGT STAR uses our ActiveAgent technology which connects personally with those young adults interested in the Army. It provides information in an efficient, engaging and accurate way."
Brown says the Next IT/ActiveAgent software creates an intelligent, interactive guide that personalizes responses for each website visitor. ActiveAgent uses natural language conversation and follow-up questions to collect data and provide answers to requests for information about specific topics. SGT STAR is easy to engage. He introduces himself as "the United State’s Army’s Virtual Guide" when he’s launched. Questions are typed into a special box and SGT STAR answers them in real time aloud, with text, or both ways. Next IT’s ActiveAgent software recognizes situation context, concepts and other information which allows it to provide accurate information and identify the user’s intent. ActiveAgent also makes recommendations and connects visitors to a US Army representative when necessary.
"This breakthrough goes far beyond the typical internet search engine," says leading technology analyst Sue Feldman, IDC’s VP for Content Technologies Research. "People speak in words, not numbers. They need to carry on a dialog in order to find things out. ActiveAgent enables this kind of interaction" Feldman also says this first- of-its-kind technology, which asks intelligent clarifying questions, is extremely cost effective. "Call center costs can go through the roof. Providing a channel for answering questions automatically keeps those costs contained."
The ActiveAgent software answers most customer queries which would normally be routed through expensive call centers. ActiveAgent’s situational awareness capability also analyzes a customer’s questions and responses in real time over a variety of channels.
The Army says it’s extremely pleased with its latest recruit. "We’ve tested SGT STAR for several months on goarmy.com, and we’ve seen longer session times, excellent accuracy and increased questioning among users, compared to the site without him," says Gary M. Bishop, deputy for the Strategic Outreach Directorate for the U.S. Army Accessions Command. "Users tell us they enjoy this interaction, so we’re clearly excited about this launch and its potential to help us better engage with users."
Since his August debut on goarmy.com, SGT STAR has performed very well, according to website statistics. User’s sessions lasted four minutes on average prior to SGT STAR; they now last 16 minutes, a fourfold increase. Since SGT STAR went on active duty he has answered more than 500,000 questions with a 92 percent accuracy rate. Buoyed by the initial success SGT STAR has been promoted to the goarmy.com home page.
About GoArmy
www.goarmy.com is the official website of the United States Army. With over 15,000 pages of discrete Army-related information, it is one of the most sophisticated U.S. government websites. The U.S. Army is made up of committed Enlisted Soldiers and Officers serving together to protect America’s freedoms and to preserve the peace.
About Next IT Corporation
Next IT Corporation (www.nextit.com) is a top innovator in designing intelligent self-service applications driven by artificial intelligence (AI) technologies. Next IT provides open, easily integrated software that reduces costs, increases revenue and strengthens customer relationships on the web, in contact center and on enterprise intranets.
Press Contact:
Jennifer Mitchell
Next IT Corporation
509.458.8656
marketing@nextit.com
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