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JeevesOne Selected by Aventis Oncology to Help Doctors and Patients Find Answers to Research and Support Questions

Sunday, March 23, 2003 - 20:43

EMERYVILLE, Calif., March 24, 2003 -- Jeeves Solutions(r), the enterprise software division of Ask Jeeves(r), Inc. (Nasdaq: ASKJ), today announced that Aventis Pharmaceuticals (NYSE:AVE), a world leader in the discovery, development and marketing of innovative pharmaceutical products, has selected JeevesOne(tm) to power its three cancer-related Web sites. Jeeves Solutions' natural language search and information retrieval will allow doctors, patients and patients' families to quickly find answers to their questions about cancer, diet and exercise, therapy options and treatment regimens. Jeeves Analytics(tm) will enable Aventis Oncology to provide better information, service and care to its customers by learning from the questions these customers ask. Aventis also expects JeevesOne to help reduce telephone and email support costs by successfully answering more questions online.

 

The third major pharmaceutical company to implement JeevesOne in the past year, Aventis chose Jeeves Solutions for its expertise in the pharma industry and because its intuitive interface humanizes the Web experience. Aventis joins a growing list the world's most recognized brands like Roche, Hewlett-Packard, Nike, Visa and Novartis that also rely on Jeeves Solutions to manage the customer experience online.

JeevesOne is a rapidly deployed, easy to maintain solution for retrieving information across Aventis Oncology's multiple Web sites. It lets site visitors ask Aventis questions in plain English, ranging from general inquiries about the company to very specific questions about its products and treatment regimens. For example, visitors to the www.AventisOncology.com website can now get immediate answers to questions such as "Where can I find more information about the drug Taxotere(r)?" or be directed to the company's breast cancer support program, www.LivingWithIt.org, by asking a question such as "Where can I find resources for women with breast cancer?"

JeevesOne technology enables Aventis Oncology to guide the customer experience online. When customers ask a question about specific medications, Aventis not only provides both comprehensive and balanced safety and efficacy information about the drug, but also important information about the health problem that it treats, the possible side effects and links to online support programs. Guided search helps consumers benefit from a full range of information about the health issue they're researching. It also lets Aventis deliver targeted information to its customers at the precise moment they need and request it.

Recent studies report that the cost of serving customers through Web-based self-service is between 18 cents and $1.00, while the cost of a live operator is between $4 and $15. Before deploying JeevesOne on its Web sites, Aventis relied heavily on the telephone to respond to customers' questions. Aventis can now decrease support costs by making it easy for customers to find satisfactory answers to their questions online, a far more efficient alternative. The company expects to realize significant savings and improved customer satisfaction by speeding response times and dramatically reducing call volumes. When appropriate, JeevesOne escalates to customer support, where live operators will answer email and telephone inquires.

By analyzing customers' questions and the subsequent Web site interactions, JeevesOne provides Aventis with essential, anonymous customer data. Jeeves Analytics, Jeeves Solutions' customer intelligence tool, acts as an around-the-clock focus group and delivers customer feedback through detailed Summary, Content Optimization and Customer Analysis reports. Using this information Aventis Oncology can identify the content holes on its Web sites and determine the overall trends in the interests, demands and needs of its customers.

"Jeeves Solutions' natural language technology humanizes the online experience and lets Aventis communicate effectively with its customers during a difficult time," said Skip Battle, president of Jeeves Solutions. "Through natural language search, Aventis gains actionable insight about the intent of its customers concerns and can be more responsive to their needs."

About Jeeves Solutions

Jeeves Solutions is a leading provider of enterprise search software that delivers essential customer intelligence to corporations. Through an intuitive interface, Jeeves Solutions enables companies to actively guide customers through the Web experience by taking them to the information, products and services they are looking for. By tracking every questions asked through JeevesOne Analytics, Jeeves Solutions delivers critical, customer-driven information to corporations to help them learn from every online customer interaction. This essential data enables companies worldwide to build profitable relationships with their customers, prospects and suppliers. By learning from every online customer interaction, Jeeves Solutions helps companies cost-effectively increase the quality and depth of customer interactions and leverage customer insight to guide product, sales and marketing strategies. Jeeves Solutions has more than forty corporate customers including British Telecom, Ford, Nestle, Visa and Nike, as well as government users including the State of Washington.

A division of Ask Jeeves, Inc., based in Emeryville, Jeeves Solutions may be contacted at www.jeevessolutions.com or by calling 866-JEEVES1

NOTE: Ask Jeeves and Jeeves Solutions are registered trademarks of Ask Jeeves, Inc. JeevesOne and JeevesOne Analytics are service marks and trademarks of Ask Jeeves, Inc. Other marks may be the property of their respective owners.

About Aventis

Aventis is dedicated to improving life by treating and preventing human disease through the discovery and development of innovative prescription drugs for important therapeutic areas as well as human vaccines. In 2001, Aventis generated sales of euro 17.7 billion ($15.8 billion), invested euro 3 billion ($2.7 billion) in research and development and employed approximately 75,000 people in its core business. Aventis corporate headquarters is in Strasbourg, France. The company's prescription drugs business is conducted in the U.S. by Aventis Pharmaceuticals Inc., which is headquartered in Bridgewater, New Jersey. Aventis Pharmaceuticals was recently named one of the top companies to work for by Working Mother magazine. For more information about Aventis in the U.S., please visit: www.aventis-us.com. For more information about Aventis Oncology in the U.S., please visit: www.aventisoncology.com.

Full prescribing information is available by visiting the Aventis Pharmaceuticals U.S. Web site at http://www.aventis-us.com.

Contact:
Dotted Line Communications
Darcy Mullin
+1-310-821-3246
darcy@dottedlinecomm.com

Jeeves Solutions
Kathleen Miller
+1-510-985-7693
kmiller@jeevessolutions.com
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