Primus Knowledge Solutions Launches Primus Answer Engine Version 3.0

Business Wire, Dec 2, 2002

Business Editors, High-Tech Writers

SEATTLE--(BUSINESS WIRE)--Dec. 2, 2002

Putting to Work the Collective Knowledge of the Enterprise

for Call Centers, Help Desks, and Web Self-Service

Primus Knowledge Solutions (Nasdaq:PKSI) today released Primus(R) Answer Engine version 3.0, a scalable and easy-to-deploy solution with new capabilities for answering customer questions in Web self-service and assisted service environments.

Answer Engine 3.0 enables companies to take full advantage of valuable content that already exists in disparate corporate databases and document repositories by consolidating access with unequaled self-service search.

Answer Engine 3.0 is Web Services-based, built on the Java 2 Enterprise Edition (J2EE) platform, and will support deployment on Windows and Solaris. The Answer Engine operates in six languages: English, French, German, Spanish, Italian, and Dutch.

Unlike simple search engines that return lists of documents in response to keyword queries, Answer Engine uses proprietary natural language search technology to deliver precise answers to incoming questions without forcing businesses to build or maintain complex taxonomies. When a user types a question in natural language, the Answer Engine analyzes the usage context, parts of speech, and other language characteristics to match the question to available content, and returns the correct answer with the relevant text highlighted inside the document.

Additionally, Answer Engine's improved logging and reporting tools use proprietary natural language analytics to evaluate questions and answers. The valuable statistics provided in the reports, such as the types of questions asked, which questions go unanswered, and user satisfaction levels, enable businesses to continually improve their content.

By supporting customers, employees, and partners via the Web, Answer Engine serves to deflect calls from call centers, help desks, and other support environments. The software can deliver information from 225 document formats (such as PDF, HTML, Microsoft Word, and PowerPoint) located throughout the enterprise, including business-critical data repositories such as Lotus Notes, ODBC-compliant databases, and legacy systems.

XO Communications, a Primus customer, has implemented Answer Engine on its public Web site (www.xo.com) and adapted several customizable features of the software to meet the company's unique business requirements. Answer Engine is also in use on the Primus Web site at http://www.primus.com/products/answerEngine/.> Answer Engine 3.0 runs as a standalone technology or in conjunction with Primus(R) eServer to bring powerful knowledge management features to call centers, help desks, and Web-based support. To take full advantage of knowledge and content throughout the enterprise, companies may choose to license Answer Engine or have Primus host their implementation.

About Primus Knowledge Solutions, Inc.

For more than a decade, Primus(R) (Nasdaq:PKSI) has provided knowledge management software solutions that help companies define, meet, and exceed the productivity and quality goals of their contact centers, help desks, and web self-service environments. Businesses around the world use Primus software to increase customer satisfaction, improve employee efficiency, and lower operating costs. Primus customers include such industry leaders as 3Com, The 3M Company, Airbus, The Boeing Company, Compaq Computer Corp., EMC, Enterasys, Ericsson, Inc., Fujitsu Limited, Inc., IBM, Motorola, Novell, T-Mobile, and VeriSign. For more information, visit www.primus.com.

Primus, Primus Knowledge Solutions, Primus Answer Engine, Primus eServer, Primus eSupport and Primus eServer iView are registered trademarks or service marks of Primus Knowledge Solutions, Inc. Other products and company names mentioned in this press release may be the trademarks of their respective owners.

Any statements, expectations and assumptions contained in this press release that do not describe historical facts, such as statements about the integration, performance, use, and deployment of Primus products and the anticipated results constitute forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. There is no guarantee that these results will actually occur. Any forward-looking statements contained in this release are based on current expectations, are not guarantees of future performance, and are subject to a number of risks and uncertainties. Factors that could cause actual results to differ materially from current expectations include the following: difficulties encountered in the integration, deployment, or implementation of the Primus products and customer's systems; failure in the customer's widespread adoption and use of the Primus products; quality of the customer's database of solutions; fluctuations in customer demand; use of the Web as a delivery vehicle for customer support or eCRM solutions; risk resulting from new product introductions and customer acceptance of new products; rapid technological change; the risks associated with competition and the rapid consolidation of competitors; continued growth in the use of the Internet; the ability of Primus to manage its growth and integration efforts and the ability of Primus to compete successfully in the future, as well as other risks identified in Primus' Securities and Exchange Commission filings, including but not limited to those appearing under the caption "Factors Affecting our Future Operating Results" in Primus' Report on Form 10-K filed in March of 2002 and Primus' Reports on Form 10Q filed in May, August, and November of 2002. The extent of return on investment of Primus products is specific to our customer's experience.