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No winners in mail dispute
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Autumn 2008
Smart email response from GAME Group
GAME Group, which is said to be Europe's leading specialist retailer of PC and video game products, is to handle all inbound email contact from online customers for its three brands with numero's SmartAgent Customer Interaction Management solution. Numero says SmartAgent uses a natural language processing engine to identify the meaning of each sentence in an email, and then places the combined meaning into the context which the writer originally intended. It can use a thesaurus to expand, understand and respond to the customer intelligently. David McGreevy, the group's head of customer services, says increasing numbers of customers are requesting online customer services. 'The challenge for GAME is to ensure that regardless of the way a customer contacts us, the customer experience is consistently high across all channels.' 
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