At the SSPA Best Practices 2008 conference, Microsoft Corp. announced that it has further enhanced its online self-service and internal support tool, Microsoft Automated Service Agent (ASA), with a variety of new features. Powered by Microsoft’s natural language technology, ASA is a hosted solution that allows customers to interact in a chat-style session and ask questions in their own words, and helps them get concise, accurate answers. The solution helps to deflect support calls, guide users to the right answers, and serve as a valuable knowledge resource inside the enterprise. A winner of the Spring 2008 SSPA Recognized Innovator Award for Innovation in Usability, Microsoft ASA currently has customers across multiple industries, including the financial, high-tech and telecommunications industries.

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