Delivers improved customer service and realtime consumer insight

Cambridge, UK, 26 February 2007: Leading UK energy provider ScottishPower ( is supporting online customer growth through Transversal's ( intelligent web self-service for fast, accurate answers to customer queries.

Increasing the number of its 5.2 million UK customers that manage their gas and electricity accounts online is a key part of ScottishPower's business strategy to become the UK's best integrated power provider. Ensuring that customers receive rapid responses to their online account queries is critical to this aim. By using Transversal's technology, 95 per cent of customer questions are answered automatically, significantly enhancing customer service and encouraging consumers to adopt more online services such as meter reading and billing.

ScottishPower introduced a new website in February 2007, based on the latest web accessibility standards and reflecting ScottishPower's new branding and advertising campaign. Customers can enter meter readings online, view and pay bills, change services, update personal details and notify the company when changing address.

"We are committed to making it easy for our customers to benefit from the flexibility and cost savings of managing their accounts online," commented Nicola Morrison, online manager, ScottishPower. "As part of our overall aim to be the industry's number one for customer service we needed to ensure that they had fast, accurate answers to their queries. Working with Transversal has not only helped underpin our online growth, but has given us an unparalleled insight into our customers' requirements through the ability to analyse the questions they are asking."

By investigating the type and number of questions asked on its site, ScottishPower has been able to ensure that the right information is immediately available to its customers - without needing to invest in costly market research. For example, after seeing a growing number of queries on energy efficiency, this information was made more visible on the new site.

Following extensive market research and an in-depth one month appraisal Metafaq was chosen to replace ScottishPower's existing static FAQ pages in August 2006. It was selected due to its close fit with ScottishPower's requirements, straightforward integration with existing web infrastructure, strong reporting capabilities and ease of updating without the need for specialist skills. New information can be added quickly in response to customer questions by ScottishPower staff.

"Leading organisations such as ScottishPower see that the web is becoming the primary customer service and sales channel for a growing number of today's consumers," commented Davin Yap, CEO, Transversal. "Operating in an intensely competitive market, they recognise that understanding and rapidly responding to customer questions supports their business aims and improves customer satisfaction."

The Energy Retail division of ScottishPower is one of the UK's largest suppliers of gas and electricity with over 5.2 million customers. It manages pricing, selling, metering, billing, customer service and cash collection for gas and electricity supply to both business and domestic customers.

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Dee Roche, Head of Marketing
+44 (0)1223 723 388
Rainier PR
Chris Measures/Sam Grace
+44 (0)20 7494 6570

About Transversal
Transversal is a Cambridge-based developer of multi-channel eService solutions for customer-facing websites and contact centres that achieve high-impact wins on improved service, reduced costs and increased sales. Transversal's flagship Web Self-service Sales EngineTM solution uses the online customer service interaction to deliver targeted offers and advertising based on what customers ask about - a customer service strategy proven to produce high response rates and sales, while simultaneously improving customer service quality and efficiency. MetafaqTM reduces the volume of call and email queries to contact centres by automatically answering customers' questions online. Transversal customers will typically see immediate and dramatic email reductions, by around 60%, and improvements in email response times, from days to minutes. Intrafaq, Transversal's knowledge management solution for contact centres, delivers information to agents in a unique way from a dynamic natural language knowledgebase. Simply by typing a question, in their own words, agents can access answers to customer questions; providing fast, accurate and consistent responses. Organisations benefit from increased first call resolution and efficiency by improving the knowledge and quality of service provided by customer service and help-desk agents. Transversal's Memory Engine™ is the result of research and development by top researchers in Information Theory and Machine Learning from Caltech and Cambridge universities. Transversal co-founder, Prof. David MacKay, is a world renowned expert in Artificial Intelligence. He pioneered Bayesian Neural Networks in the late 1980s and remains at the forefront of the field. Current customers include Sony Playstation, Direct Line, Mint, Tesco Personal Finance, Privilege, Thomsons, The AA, Barclays, Holiday Extras, Nissan, Fujifilm, Standard Life, Scottish Power, Freemans, Grattans and Kaleidoscope.

Published on: 12:00AM on 26th February 2007