Risk management specialist Aon has asked Rightnow Technologies to incorporate its web-based customer service solution into its existing range of online services.

Rightnow Web will automate Aon's customer service by prioritising and routing web-based inquiries.

Ian Mowat, Aonline Services director of client service, said the investment would drive down costs and improve efficiency.

He said: "It's a complex application which needs the sophisticated support Rightnow Web offers."

The internet customer service company's software will forward less generic questions to Aon customer services staff.

Rightnow said its web service was compatible with almost any web system and could handle any volume of queries.