This week’s report is a product evaluation of Next IT’s virtual agent offering Alme (All me). The report updates our November 29, 2012 product evaluation. Just a reminder, Alme is the software behind about 20 deployments, all for B2C organizations. You’ve might have had some of your travel questions answered by Jenn of Alaska Airlines or Alex of United Airlines. Next IT is one of the pioneers in virtual agent technology. The firm was founded in 2002 in Spokane, WA and introduced its first product in 2004.
Remember that Alme uses Natural Language Processing (NLP) to analyze customers’ question and to match them with answers in its knowledgebase and in external applications. Key components are an NLP engine and a language model. The language model specifies language constructs that adapt the Alme to the lexicon of the deployment’s domain. Analysis of customers’ questions by the engine, using the language model allows Alme’s virtual agents’ answers to be dynamic and personalize-able through the access and analysis of data from external applications.