RightNow® eService Center (RNeSC) is RightNow Technologies' flagship Internet customer service product: robust, easy to use and easy to administer. An article by PC Week stated, "Companies that do not want to save money on customer support should not buy RightNow Web." (Feb. 14, 2000, page 30). In February 2002, InfoWorld gave their highest ranking, "Deploy Immediately" for RightNow eService Center, saying, "This is how eService can save your company money: By building a comprehensive knowledge base of the most common support issues, it can anticipate customers' questions and answer them automatically, without costly service and support reps getting involved." (Feb. 15, 2002). In this paper we'll examine the various forms of artificial intelligence (AI) contained in RNeSC, the implications AI has in this area, and how RightNow Technologies plans to utilize AI in future products.
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