1 For agents at Allstate Business Insurance (ABI), getting the information they needed to quote and issue complex business insurance products was a challenge. The answers were out there, but it was hard to find them when they were in front of a customer and needed help right away. As a result, their first option was to pick up the phone and talk to the support desk. What the agents needed was an intelligent help system that understood the customer’s current situation and could deliver relevant content at the point of need. Allstate Business Insurance worked with Earley & Associates and the easyDITA content management system to solve this complex information delivery problem in just four months. The need At ABI, the policies and procedures that govern business

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