Posts Tagged ‘CRM’

Improving Customer Security with Machine Learning

2294144289_a54db90ac5_nRick Delgado recently wrote on Mike2.0, “When you get right down to it, computer security is all about being able to analyze the data. A company’s security is largely dependent on the amount of data analysis they’re capable of, along with the quality of that data. A company that can collect a lot of data at once but doesn’t have the means to analyze it properly for threats won’t get very far. The same goes for a business with excellent analytic tools but without the resources to gather and store that information. These facts are very important because without a lot of data, machine learning simply can’t be as effective.” Read more

Spiderbook’s SpiderGraph: Linking Datasets To Help You Sell Better

spiderpix1Startup Spiderbook, which is building a linked dataset of companies and their partners, customers, suppliers, and people involved in those deals, has recently closed its seed round for $1 million. The next-generation sales intelligence company was co-founded by CEO Alan Fletcher, who was a vp of product engineering, IT and operations at Oracle, and Aman Naimat, who has been working in the realm of CRM software since he was 19 years old and also has a background in natural language processing. Along with other core members of the team, the company puts natural language processing and machine learning technology to work to help sales people better connect the dots that explain business relationships, extracting information from unstructured text to sell more effectively.

State-of-the-art CRM, says Naimat, by itself doesn’t help salespeople sell. Since the days of Salesforce, which he worked on at IBM and Oracle, it has remained the same thing, he says, “just evolving with better technology. But basically it is an internal-facing administration tool to give management visibility, not to help a salesperson sell or create business relationships.”

Built from billions of data elements extracted from everything from SEC filings to press releases to blogs to Facebook posts, Spiderbook’s SpiderGraph is taking on that challenge, starting with the goal of helping salespeople understand who is the right contact to talk to, how he or she can meet that person (through shared contacts, for instance), and who competitors are, including those providing technology or other products already in use at the company. “We have created a graph of customers, competition, and suppliers for every company that is all interconnected,” he says.

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BloomReach Uses Non-Invasive Machine Learning to Track Customers

bloomreach

John Koetsier of Venture Beat reports, “Some sites are stupid. They don’t know you; they don’t know what you like; and they don’t know what you want. Even if you’re among the tiny six percent of visitors that log in, the site is the site is the site. ‘Unless you put the $4 billion a year that Amazon puts into its technology, you end up with a pretty dumb site,’ Joelle Kaufman, BloomReach’s head of marketing and partnerships, told me yesterday. ‘We use technology to unlock that potential and make every web experience — mobile, tablet, desktop — oriented around the individual and their need at that moment.’” Read more

PolyVista Technology Digs Deep Into Sentiment

rsz_polyvSamsung Galaxy S4 or Apple iPhone 5? Many users are contemplating which smartphone upgrade is the right one for them. PolyVista, a BI text analytics tool that specializes in finding insights and sentiment in text-based data like online reviews, social media, blogs and surveys, wants to help out. It just published the results it gleaned from its PolyVista Zoom review analysis technology, which looked at online review text and analyzed each topic for positive and negative sentiment.

While both garnered more positive than negative commentary on social media, it concludes that the Galaxy S4 got a slight — 8 percent — edge over the iPhone 5.

That’s something both Apple and Samsung would like to know, too. And providing insights like that “from either structured or unstructured data to a business-person with a minimal amount of work by them” is what the company is aiming for, says Shahbaz Anwar, PolyVista CEO. Its value proposition, he says, is bringing text analytics via the cloud to companies that can’t afford to make the investments in expertise, talent software and infrastructure to do it in-house, particularly in verticals such as high-tech and services.

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Take Your Place At The Table For Building Intelligent Virtual Assistants

Want to participate in building a world of intelligent personal assistants? The opportunity awaits at SparkingTogether, where researchers, programmers, and companies can contribute features, behavior and knowledge to an online platform, dubbed FIONA, for creating next-gen virtual avatars. FIONA stands for Framework for Interactive Services Over Natural-conversational Agents.   

“People sparking together” is how Patricia Lopez, marketing manager at Adele Robots, the robotics startup behind the platform, describes the system. Contributors create code or design that gets wrapped in the FIONA API so that it can be converted into a Spark – which is an application that can become part of the avatar, whether that be its voice, language or a function (NLP, text-to-speech, computer vision, or 3D design, for instance). The company will host a Sparkstore where developers can sell, or freely share, their Sparks with the world, and those interested in using avatars can then combine different Sparks together in the Sparklink environment. Sparkrender is a capability it’s developed for users to post their avatars – which run on Adele Robots’ servers in the cloud – on their websites or mobile apps.

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A Fertile Field For Semantic Tech: Social CRM

Image Courtesy; Flickr/Sean MacEntee

 

When it comes to social CRM, it’s a world of semantics, and text and sentiment analytics.

Recently Gartner released its Magic Quadrant report on the space, and a reading of it makes it pretty clear that the category, which the research group defines as “a business strategy that generates opportunities for sales, marketing and customer service, while also benefiting online communities,” demands such intelligence.

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Semantic Start-Up Travels Road To Gaining Third-Party Developer Interest

Many semantic start-ups hoping to bring their platforms and APIs to wider public notice among the development community do so by crafting the first applications to leverage their technologies themselves. That’s the case with Kudos Knowledge, which has created Enliten, a personal newspaper using its Semantic Social Intelligence (SSI) technology to deliver news and information from hundreds of sources filtered according to user interests.

“The important thing for us was to show we had capacity,” explains Lee Sinclair, product director of the Australian-based company, which also has developed CelebTweety Social to connect users to information about their favorite celebrities, and Chat Search for Skype for mining conversation histories on that platform, based on its SSI technology. The basic concept behind Semantic Social Intelligence is something that the company internally calls the “.Me” to filter the world for the individual user.

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NetBase Expands SAP Relationship: Sign Of The Growing Social Enterprise — And The Need For IT To Take Bigger Role In It

At this week’s SAP Sapphire conference. NetBase will be taking its relationship with the enterprise vendor to the next level. Last December the two paired up to bring NetBase’s social intelligence (SI) to SAP BusinessObjects’ business intelligence (BI).

Coming up now is a complete integration of the NetBase technology into SAP’s Social On Demand customer relationship management (CRM) console. “Having access to social data is becoming critical to every part of the organization,” says NetBase chief marketing officer Lisa Joy Rosner. So, “social media [becomes] just one more data point” for which the enterprise must account.

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Beyond Sentiment

[Editor's Note: This guest post is by Tom Reamy, Chief Knowledge Architect and founder of KAPS Group, a group of knowledge architecture, taxonomy, and eLearning consultants. Tom has 20 years of experience in information architecture, intranet management and consulting, and education and training software.  Tom will be presenting a tutorial, Text Analytics for Semantic Applications and moderating a panel, Emotional Semantics - Beyond Sentiment at the upcoming SemTechBiz Conference in San Francisco.]

photo of Tom ReamyWhile sentiment analysis continues to generate a lot of press, it is not clear how much real value organizations are deriving from it.  One reason for that is that the standard approach to sentiment has been mostly statistical and/or long lists of sentiment terms.  However, if you add in other, advanced text analytics capabilities such as auto-categorization using advanced operators, you can not only develop more sophisticated sentiment analysis, you can also develop a whole new class of applications that either enhance and/or go beyond simple sentiment analysis.

These advanced operators include such commands as DEST_6 (count two words as a positive indicator only if they are with 6 words of each other) or SENT (only count words in the same sentence).

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Semantic Web Technologies Will Move Into The Enterprise, One Domain At a Time

Semantic technology may find a home in corporate America for tackling its big data problems, subject domain by subject domain. MIIAtech is betting that those first verticals will be customer relationship management and human resources domains.

The company today launches its Tautona natural language processing platform into the CRM space. The platform for searching structured and unstructured data in such systems is described as using deep linguistic analysis and reasoning technology to extract meaning from language to understand stored information. And via the web-based system that can run on their desktops, tablets or smart phones, users can query these databases in natural language in order to fulfill complex search requests. They can do it across languages, too, which can be important to organizations with global salesforces.

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