Apple Teams with Kanisa for e-Service

INTERNET WORLD, LOS ANGELES—April 5, 2000—Apple® today announced that it has selected Kanisa’s e-Service solution to enhance Apple’s online customer service and support for the company’s over 20 million Mac® users. Additionally, Apple will invest $15 million in Kanisa.

“We want to provide our customers with an online service and support experience that is personalized and interactive,” said Steve Jobs, Apple’s CEO. “We think Kanisa has the best e-Service technology to help us do this.”

“As electronic commerce grows exponentially, there is a serious risk that customers are left without support,” said Dominique Trempont, CEO of Kanisa. “By implementing Kanisa’s online self-service, Apple will differentiate itself by offering Apple customers superior customer service over the web.”

Apple and Kanisa will work together to create a customized implementation of Kanisa ESP, an automated, online customer service solution that emulates an experienced customer service representative, to guide customers through Apple’s comprehensive service and support website at www.apple.com. Apple’s adoption of Kanisa’s e-Service solution will allow customers with diverse levels of computer experience to easily and accurately access information designed to answer their individual questions.

About Kanisa
Kanisa offers a suite of e-Service solutions that allows companies to retain customers and build loyalty by improving the customer experience in an online environment. With Kanisa, customers experience a personalized dialog that senses their objectives to guide them quickly through to the appropriate information or interactive service channel to resolve their needs. Kanisa transforms the e-Service paradigm by enabling an e-commerce site to become a personalized, effective and efficient first point of service for customers. For more information on Kanisa, call 408-863-5800, or visit the company’s Web site at www.kanisa.com.

About Apple
Apple ignited the personal computer revolution in the 1970s with the Apple II and reinvented the personal computer in the 1980s with the Macintosh. Apple is committed to bringing the best personal computing experience to students, educators, creative professionals and consumers around the world through its innovative hardware, software and Internet offerings.

Press Contacts:
Alec Rosen
Apple
(408) 974-6831
arosen@apple.com

Keith Goldberg
Kanisa Inc.
(408) 863-5796
keith.goldberg@kanisa.com

NOTE TO EDITORS: For additional information visit Apple's PR website (www.apple.com/pr/), or call Apple's Media Helpline at (408) 974-2042.

© 2000 Apple Computer, Inc. All rights reserved. Apple, the Apple logo, and Mac are either registered trademarks or trademarks of Apple. Other company and product names may be trademarks of their respective owners.