Posts Tagged ‘customer experience’

Clarabridge Goes Straight To The Customers’ Mouth To Analyze Call Center Interactions

cbridge logoCustomer experience management vendor Clarabridge wants to bring the first-person narrative from call center interactions to life for marketing analysts, customer care managers, call center leaders and other customer-focused enterprise execs. With its just released Clarabridge Speech, it now brings via the cloud a solution that integrates Voci Technologies’ speech recognition smarts with its own capabilities for using NLP to analyze and categorize text, sentiment and emotion in surveys, social media, chat sessions, emails and call center agents’ own notes.

Agent notes certainly are helpful when it comes to assessing whether customers are having negative experiences and whether their loyalty is at stake, among other concerns. But, points out Clarabridge CEO Sid Banerjee, “an agent almost never types word for word what the customer says,” nor will they necessarily characterize callers’ tones as angry, confused, and so on. With the ability now to take the recorded conversation and turn it into a transcript, the specific emotion and sentiment words are there along with the entire content of the call to be run through Clarabridge’s text and sentiment algorithms.

“You get a better sense of the true voice of the customer and the experience of that interaction – not just the agent perspective but the customer perspective,” Banerjee says.

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How GS1 is Shaping eCommerce in the Semantic Web

gs1Andrew Osborne, CTO of GS1 UK recently shared an overview of how the non-profit is leveraging the Semantic Web to improve customer experiences. He writes, “For those of you unfamiliar with what GS1 actually does, we are a not-for-profit standards development organisation. Put simply, our role is to define data structures and how these are used to identify things, a role we have been performing since the 1970s. We provide a series of ‘keys’ for industry which identify various types of entity (products, locations, assets and so on) and which have highly developed allocation rules. We have also defined product attributes for bar coding (the application identifier standards), have over 1,000 product attributes defined for synchronisation in the Global Data Synchronisation Network and an extensive Global Product Classification that is used to categorise products. For visibility systems we have a standard ‘Core Business Vocabulary.’ “ Read more

Wise.io Raises $2.5 Million to Bring Machine Learning to Customer Experience

wise

BERKELEY, CA–(Marketwired – Mar 17, 2014) –  Wise.io today announced that it has raised $2.5 million in Series A funding led by Voyager Capital and named predictive analytics technology industry veteran Jeff Erhardt as CEO. Company co-founder Joshua Bloom will assume a new role as CTO leading the technology direction for Wise.io.

 

Machine Learning is unquestionably the future of advanced analytics for the enterprise. When I first met Wise.io, I was struck by the caliber of the team and the unequaled performance of their core technology,” said Daniel Ahn, managing director at Voyager Capital who joined the Wise.io board as part of the transaction. “Ultimately, what distinguished Wise.io from the other vendors and compelled us to invest was their focus on providing a complete turnkey product that was easily accessible to business users.” Read more

Data Integration is Key for Improving Customer Experience

One of the more prominent application areas for semantic technology, particularly in the ever-evolving world of Big Data, is data integration. Randy Heffner of Computer World UK recently published an article that discusses how effective data integration improves digital customer experiences and the role semantic analysis plays in that process. The article states, “Today, continual experience optimisation is… difficult because of: (1) Multiple interaction channels. You must collect, correlate, and analyze data in a coherent way across multiple channels of customer interaction. A single customer interaction may cross between channels or even use more than one channel at the same time. (2) Many back end servers. You must integrate data from multiple back end servers including recommendation engines, commerce, mobile application servers, digital asset management, community, collaboration, messaging, and more. (3) The need for rapid change. You must quickly change any or all of your digital experiences and back end services based on what you’ve learned. (4) The need for contextual experiences. You must use each individual customer’s context to dynamically adjust experiences in real-time.” Read more

IBM Launches New Customer Experience Practice

Joab Jackson of Network World reports, “IBM has started a new practice to help organizations interact more effectively with their customers through the use of social media and other emerging technologies. ‘Today, businesses have a completely different way of engaging customers,’ said Mahmoud Naghshineh, IBM vice president of services research, noting that social media and mobile technologies have provided organizations new forms of feedback from their customers. ‘There are all these new ways of reaching out to people [but] you need to know when the right time is to engage.’ The IBM Customer Experience Lab will provide clients with access to both IBM researchers and IBM business analysis consultants, who will generate new ways for clients to communicate with customers and employees.” Read more

Sentiment Analytics Matters To Non-Profits, Too

For-profit businesses clearly are tuned into the social media-sentiment analysis trend, to stay abreast of how their brand, services or products are perceived. But are non-profits equally as concerned? The answer seems to be yes, and not just when it comes to social media but across all paths of constituent engagement.

At this week’s Sentiment Analysis symposium in New York City, Banafsheh Ghassemi, the American Red Cross vice president of marketing, e-CRM, and customer experience, pointed out some reasons why. “It’s a brave new world for those of us in the non-profit world,” she said. While charitable organizations don’t like to use the word competition, because they’re all working for the greater good, the number of non-profits angling for contributors’ dollars, time, or other resources, has grown by 60 percent in recent times. And there are even for-profit organizations doing some of the same things the Red Cross itself does, such as blood collection. “We still have to attract your attention for your dollar, time, and even the physical part of you that is blood,” she says.

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Mphasis on Semantics in Retail

This year’s National Retail Foundation’s Annual Convention & EXPO, also known as “Retail’s Big Show,” is going to feature a session entitled Profiting from Semantic Web in Retail: The new tool of successful practioners in Customer Experience and Operations. The session will be led by Mphasis, an HP company. According to the description, “IT and data practices have always needed humans to interpret the data and act on results. The Semantic Web aims to make data intelligible to computer systems, and is already leading to applications where computer systems replicate the nuanced decision making of humans. In this session we introduce Semantic Web concepts and ways in which retailers are already putting it to use to enhance customer experience and achieve orders of magnitude changes in operating efficiency.” Read more

#SemTechBiz Keynote: Semantics – the B2C Game Changer (Video)

Bill Guinn, CTO, AmdocsBill Guinn, CTO Product Enablers, Amdocs Product Business Unit, delivered a keynote at the 2011 Semantic Technology Conference in San Francisco. His talk was one of the highlights for anyone interested in how Semantic Technology can be used in enterprise systems.

“I truly believe that semantics can be a game changer in just about any B2C model.” – Bill Guinn, Amdocs

Amdocs, a company focused on innovating in the space of Customer Experience Systems, is a $3 Billion company that provides customer care, revenue management, and operational support for large telecommunications companies. To do this requires heavy duty transaction processing systems, with Amdocs processing a few billion transactions per day, resulting in petabytes of information. In his keynote, Mr. Guinn addressed how Amdocs leveraged Semantic Technology to “improve revenue, reduce cost, and improve customer satisfaction.”

The full keynote is presented in the video below. Read more

Semantic Technology: It’s All About The Business

The opening keynote sessions at SemTech this week made one thing abundantly clear: Semantic technology is for business, and it’s time to start putting it in practice there.

“Semantics is a game changer in the B-to-C model,” said Bill Guinn, CTO Product Enablers, Amdocs Product Business Unit. The company’s focus is on delivering customer care and experience systems in the telco space, but Guinn’s address was centered on “applying semantics in any situation that involves complex and recurring relationships between business and consumers,” with the aim of improving revenue, reducing costs, and retaining customers.

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