NEXT IT-DESIGNED VIRTUAL EXPERT TURNS ONE

"Alex" of Continental Airlines is busier than ever

SPOKANE, WA. (July 28, 2010) - Next IT is celebrating the birthday of one of its Virtual Expert superstars-Alex, of Continental Airlines, has just celebrated her first birthday. For a one-year-old, Alex is incredibly adept in her role as a virtual Continental customer-service representative. She spent her first year as a Virtual Expert answering questions about flight schedules, carry-on limits, seat requests and all things airlines.

Her astute abilities may be due to her good genes. Designed by Spokane, WA software technology firm Next IT, Alex is a "Virtual Expert" who lives on Continental's website. She was created to quickly put Continental customers in touch with the information they're looking for. With language-recognition and context-awareness technologies, she's able to interact with customers much like a human would, understanding the true intent of questions people ask using their own everyday language.

Alex's performance has been impressive. Once a customer asks Alex a question, she responds both in writing and audibly while navigating the customer to the web page which is most pertinent to the conversation. While helping Continental customers, Alex has created a unique, intuitive and satisfying customer experience.

As her first birthday approaches, Alex is coming very close to answering 9.5 million questions. Her busiest day, to date, was February 26, 2010, when she was asked an incredible 100,692 questions by customers.

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, Shaw Communications and the U.S. Army. Visit www.NextIT.com to learn more."

Next IT Media Contact
Jacquelyn D’Andrea
NextIT@corporateink.com
(617) 969-9192

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