Brightware Inc. has upgraded its software designed to help banks come to grips with the thousands of customer service requests their Internet banking sites receive daily.

The Novato, Calif.-based company, founded in 1995, has quickly become the leader in automating answers to queries on the World Wide Web. The company's "natural language processing" software can decipher e-mail messages and then route specific requests to specialized agents. The software also suggests responses.

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