We released numbers around our record-setting fiscal year, ending on January 31, 2019. Company revenue grew by 60% and new client acquisitions were up by a staggering 200%. Drivers of growth continued to be industry sweet spots: High-Tech, Manufacturing and Financial Services. The company also extended into new lucrative verticals - like insurance - within the Fortune 500 including, Nationwide, MetLife, and NY Life, as well as the company's first significant win in the federal sector with The Federal Aviation Administration (FAA).
As products become commoditized, and the time and cost of innovation lengthens, businesses are relying on their brand and support experiences to become a business differentiator. But providing an exceptional support experience for customers, and internally for employees, is incredibly tough. To be successful, support organizations must find and apply the right information in order to add efficiency to their business operations, increase employee retention and effectiveness, and improve customer satisfaction. Yet most organizations fall well short of these objectives. That’s why today we’re excited to announce early access to Elevate™. Elevate is a new suite of apps (Elevate ITSM, Elevate HR, Elevate CSM) tightly integrated with ServiceNow.
Last week, my colleague Joe and I, along with 170,000 other customers, prospects, partners, and fans, descended upon San Francisco for Dreamforce.
Salesforce’s annual user conference, Dreamforce, gives participants insight into upcoming features, practical application of existing capabilities, and best practices across five days and more than 3,000 sessions. You can see some of the activity and performances (including Metallica and Janet Jackson) that were part of this massive event.
Customer service has a historically bad reputation. Sitcoms like Friends and The Office have joked at the banality of call centers and the rigidity of the dreaded “customer service script.” In these scenarios, nobody — not the caller or the customer service agent — is expected to have a positive experience. Those shows, however, are stuck in a past in which efficiently and effectively answering customers’ questions was a punchline. Today, that bad reputation is being repaired by a strengthened focus on self service, better trained employees, and investments in problem-solving and cost-cutting AI systems like those offered by Attivio.
There’s a tremendous amount of buzz these days around Artificial Intelligence, and the concepts and techniques associated with it. These concepts and techniques involve sophisticated technology, and their explanations are often confusing to a non-technical audience. But we'd like to help you better understand what an AI search engine is.
Key Terms Related to an AI Search Engine
To make the explanations more accessible to the layperson, we’ve created a list of definitions for a number of key AI terms related to an AI search engine.
The strength of being in the Boston region lies in the tech community that surrounds us. It doesn’t matter if you’re talking about a large organization like Rapid7, or the two-person startups that populate programs like MassChallenge, TechStars, and Greentown Labs. That’s why Attivio participates in Boston tech events, and is taking part of the Grow With Google Startup Weekend event coming up on August 10. In fact, our CEO Stephen Baker will be one of the judges, and Attivio will host another event later this year.
When it comes to customer support, the entire process is built on a simple idea: when someone communicates a problem, the representative dealing with the case uses their dashboard to review, work, resolve, and close a ticket. This ticket then remains open until the issue is closed, along the way acting as a repository for information about that particular request or problem.
From the point of view of the people here at Attivio, a ticket is just a repository of information that, when combined with existing information repositories, adds to the understanding of the customer relationship.
What is artificial intelligence (AI)? The concept of AI has been around for so long that most of us have a good high-level understanding of just what artificial intelligence is: it’s the technology that makes it possible for computers to act and react like humans. And most of us also understand that AI is becoming more and more intelligent, and seemingly less and less artificial. Yesterday, it was Amazon suggesting books we might like. Today it’s Alexa answering our trivia questions and turning the thermostat down. Tomorrow it will be driverless Ubers finding the quickest way to get us to wherever we need to go.
There are plenty of reasons why you want to keep you customers happy: Happy customers make great “brand ambassadors.” The cost of attracting a new customer is higher than retaining an existing one. Today’s social media makes it possible for an unhappy customer to do harm in the marketplace. Etc.