Eclipse launches Cogito knowledge management

Eclipse Marketing has launched Cogito Monitor and Cogito Contact, two knowledge management systems that utilise semantic technology.

Cogito Monitor is a web research tool that enables businesses to trawl the web to find out what their customers are saying about them and their competitors online.

Monitor scans blogs, social networks, forums and review sites for online conversations about brands and competitor activity.

It converts these customer comments into market intelligence which businesses can use to inform their ongoing customer service, manufacture and marketing strategies.

The product uses this feedback to produce metrics and real-time reports that range from analysis of individual customer comments to comprehensive summaries.

Cogito Contact is a customer response tool that helps businesses to improve their levels of customer service by interrogating information from multiple data sources to answer customers's queries.

Faced with a customer enquiry, Contact interrogates information from a variety of internal and external sources, coming up with an appropriate response.

It can be used in a self-help environment, for consumers who prefer to ask questions by web, e-mail or SMS, or it can operate in a conventional call centre environment, where it enables agents to give faster, more precise answers.

Both products are based on proven computational linguistics concepts and provided as fully hosted services, managed by Eclipse Marketing, in partnership with Expert System, developers of the technology.

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