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CRM software and services provider Chordiant Software has released a new version of its real-time conversation and interaction management application for organizations with high customer-interaction volumes. The new Recommendation Advisor 6.1 has the ability to come up with “Next-Best-Action” recommendations for agents based on the software’s understanding of the conversation between a call-center agent and a customer.

It can also work in the self-service format where it provides personalized offers and recommendations. In fact the software is advanced enough to offer information on the moods of the customer so that the agents can speak accordingly. The software is built upon the Chordiant Decision Management, a suite of predictive and adaptive decisioning applications.