Posts Tagged ‘customer support’

USAA Turns to IBM’s Watson for Online Customer Assistance

WatsonSuzanne Kattau of Silicon Angle reports, “IBM and the United Services Automobile Association (USAA), a financial services provider for the military community, today announced they have teamed up to offer IBM’s Watson Engagement Advisor in a pilot program to assist USAA members. USAA provides insurance, banking, investments, retirement products and advice to 10.4 million current and former members of the U.S. military and their families. Named after IBM founder Thomas J. Watson, IBM Watson uses natural language processing and analytics, and can process information similar to the way people think. This helps organizations to quickly analyze, understand and respond to vast amounts of Big Data. IBM’s Watson Engagement Advisor analyzed USAA’s business data and now understands more than 3,000 documents on topics exclusive to military transitions.” Read more

Cruxly Analytics Technology Drives Actions From Intents

Image courtesy: Flickr/ M4D GROUP

Image courtesy: Flickr/ M4D GROUP

What are your customers – or potential clients – saying or asking online, often in short texts and streaming posts, or in emails about your products, services, or their own particular interests or desires? If you can understand their actionable intents in realtime, then you have a good shot at responding swiftly and appropriately to those expressed intents, requests, or queries. That could add up to new sales, new customers, and better marketing and product management.

Startup Cruxly, which is presenting at this week’s Sentiment Analysis Symposium in NYC, believes it’s taking the oft-touted concept of social media monitoring in a new direction with its platform that applies natural language processing techniques for intent detection in realtime. “The idea is to be actionable,” says CEO Aloke Guha. “If it’s not actionable, at most [monitoring] is a nice-to-have [capability].”

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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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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