Chordiant Releases Enhanced Edition of Decision Management Software with Adaptive Decisioning

According to the March 6, 2006 Gartner, Inc. report titled “Key Issues for CRM Customer Service and Field Service,” customer service issues are increasingly vital in today’s marketplace. “The need to understand customers and their expectations, and to address them, is driving the next wave of customer service applications, infused with business process modeling and analytics.” (Michael Maoz, Jim Davies, Esteban Kolsky)

With the latest version of Chordiant Decision Management, customer service agents can benefit from both adaptive and predictive decisioning. Companies can add powerful “self-learning” capabilities to the existing predictive models and rules, enabling them to adapt and learn based upon each customer’s response. The Chordiant adaptive decisioning capability is particularly important for organizations with new or specialty products and services, where the customer data required for predictive decisioning may not be as readily available as it is for mainstream products.

With adaptive decisioning, Chordiant Decision Management enables the agent to view all prior customer responses—alongside current customer details—to generate predictions of behavior that improve with each interaction. As a result, the agent is able to continuously make optimal decisions and recommendations, further enhancing the overall customer experience.

“Chordiant Decision Management enables organizations to gain immediate value through introducing real-time marketing, sales and service advice without the delay previously necessitated by the development of predictive models,” said David Barrow, Vice President, Vision, Solutions & Architecture. ”Companies that choose to take advantage of Chordiant’s adaptive decisioning capability can instantly create better interactions for new and specialty products and services, allowing them to provide better service customers.”