Posts Tagged ‘customer service’

Zendesk Gains Some Machine Learning from Wise.io

wise

Eric Blattberg of VentureBeat reports, “Zendesk, Wall Street’s latest technology darling, has soaked up some machine learning smarts courtesy of the nerds at Wise.io. Zendesk, the newly public help-desk company, now integrates with Wise.io, the latter’s chief technology officer Joshua Bloom announced on-stage at VentureBeat’s DataBeat conference today. Wise.io is a machine-learning technology that helps businesses identify important events in their data. Equipped with Wise.io’s artificial intelligence tech, Zendesk customers will be able to focus their human resources on the problems that really require human support reps, automating as much of the other stuff as possible.” Read more

EchoStar Debuts Dynamic-Intelligence-Powered Self-Care Platform

Today, technology users are faced with an unrelenting proliferation of smart phones, computers and tablets in their homes. The Symbi software-as-a-service product suite enables True Tier Zero™ problem resolution, service provisioning and live customer/agent interactions for today’s technology-dense households.

This evolutionary solution leverages EchoStar’s patented Semantic Knowledge Management System™ (SKMS), a dynamic intelligence engine that delivers guided content that is filtered and prioritized based on the end user’s actual technology environment.

Symbi is not just for consumers. Customer service professionals can utilize its intelligent incident management platform. Symbi provides a one-point solution where agents can manage each aspect of customer service and technical support.

With Symbi, consumers and call center professionals have a solution that:

  • Proactively speeds diagnosis and resolution of common set-up, service delivery and technical support incidents
  • Continuously monitors Internet connectivity and offers guided content to assist with device set-up, usage and performance maintenance
  • Provides service center call deflection and helps to reduce truck rolls

Providers utilizing Symbi will be able to deliver superior customer service extending the consumer lifecycle while achieving operational savings. Symbi also enables service – provisioning and creates new revenue channels through an on-board ecommerce portal.

Symbi is the latest innovation from EchoStar, known globally for its award-winning consumer products and services. These include the popular Hopper® whole-home DVR; the Slingbox® content place-shifting device and HughesNet®, the leading high-speed satellite-delivered Internet service in North America.

About EchoStar

EchoStar Corporation (NASDAQ: SATS) is a premier global provider of satellite operations and video delivery solutions. EchoStar’s wholly-owned subsidiary, Hughes, is the world’s leading provider of satellite broadband services, delivering network technologies and managed services for enterprise and government customers in more than 100 countries.

EchoStar’s consumer solutions include HughesNet®, North America’s #1 high-speed satellite Internet service, Sling Media’s Slingbox® products, and EchoStar’s line of set-top box products for the free-to-air satellite and terrestrial markets. For more information, please visit www.EchoStar.com.

Release: CallCentreClinic

Image: Courtesy EchoStar

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).

Read more

Semantics in Customer Service

The Cogito team has been working on applying semantic technologies to customer service operations. The team writes, “We’re proud to announce our work with Vodafone, one of the world’s largest mobile communications groups. Working with technology partner Assist, we’re using our Cogito Answers semantic platform to provide SMS based customer service that is now successfully handling more that 500,000 SMS requests each month. When a user sends an SMS to the system—“how much will I pay for calls to London?”—Cogito Answers interprets and categorizes the request and quickly retrieves the answer from the internal knowledge base.” 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.

Read more

Social Media Tidal Wave Demands Desktop-Side Text Analytics, Attensity Says

With the Text Analytics Summit about to get underway, we’re seeing a wave of vendor announcements hit, such as Clarabridge’s news earlier this week. SAS also said today that it’s introduced Industry Taxonomy Rules starter kits, prebuilt add-ons to SAS Enterprise Content Categorization for speeding text analytics implementation efforts. Also on the agenda: Attensity’s announcement of Analyze 6 and its latest vertical out-of-the-box analytics capabilities, aimed at the retail banking industry.

The focus for Analyze 6 was to take the key capabilities of Attensity’s core engine and use that to put text analytics on the desktops of business users who want to understand and respond to customer data – at the speed of social media, which means without waiting for IT experts to create reports for them. “The thing about social media and customer data is it is like a tidal wave,” Attensity CMO Michelle de Haaff says.

Building on its Massively Parallel Processing (MPP) Platform Data Grid computing system for helping enterprises quickly analyze large-scale data sets, end users can select from over 100 report templates (with multiple kinds of analytics for each), or they can choose what questions to ask through its new Exploration environment. Basically, that’s a wizard-based way to drill deeper into a category set, leveraging Attensity’s pre-defined semantic classes tailored for each specific vertical industry rather than having to predefine taxonomies themselves to look at data.

Read more

WEBCAST: AIDA – Semantic Real Time Intelligent Decision Automation

Craig D. Hanson, Amdocs and Jans Aasman, Franz, Inc.If you missed last week’s discussion with Craig D. Hanson of Amdocs and Jans Aasman of Franz, Inc., the recorded webcast is now available and posted below.

Description

In today’s connected online world, to optimize a customer oriented business requires real time contextual customer knowledge across all business channels and relevant social and competitive forces. Read more