Your customers have multiple channels by which they can seek support for issues, problems, and questions. This could be self-service through an online portal, via social media or online chat, or through more traditional means like phone and email. In recent reports, 70% of consumers prefer to resolve problems and issues via self-service; however, 65% of self-service attempts fail. Self-service is the most cost-effective channel, so companies are looking for means to deflect routine and simple issues from the call center by enabling customers to solve their problems on their own.
When we conducted our survey of top AI in the movies, we didn't include HAL 9000. You may think it's an oversight, but really it's that HAL is such an icon that it would be almost unfair for any other AI to compete.
HAL's legacy is more than just as a movie icon, but one that influenced technology, and our reaction to it, since 2001: A Space Odyssey debuted a half-century ago last week.
In tech terms, what we see and hear on-screen is just the user interface. HAL's true function is to monitor and maintain the ship's systems, which means most of what HAL does we just don't see. If the movie were made today, we would consider the bulk of HAL to be happening in the cloud.
Here in Massachusetts, we find ourselves surrounded by beautiful old mill buildings that act as a constant reminder of how our nation’s history is built on manufacturing. In the early days of the industrial revolution, water powered the mills that produced the products the young nation needed to move forward.
Even today, with tech companies all around us, we know that machines continue to power the world. They move us from place to place, whether that’s a car, train, airplane, or ship. They provide the power we need and till the soil to provide the food we eat.
The enemy of production is downtime, so to keep these machines running mechanics are constantly doing regular maintenance, often repairing and replacing parts long before they need it to simply avoid breakdowns.
You can hear that line in dozens of movies and it's a clear indication that a lead character spends a lot of time at a particular diner. Of course the long-time waitress (and it's almost always a waitress) knows exactly how the main character likes his eggs (and yes, it's often a "him").
What does this have to do with AI? Randi Zuckerberg, president of Zuckerberg Media, recently launched a pop-up experience to help kids better understand science through food. Called Sue's Test Kitchen it had some very interesting experiments, like serving 3D printed pancakes or freezing with liquid nitrogen, but Andrew Brust found a much more interesting take on it: the use of AI to get to know you, the person eating the food.
Did you know employees in 44% of life sciences companies typically need to draw from 7 or more structured data sources to find answers? And when you add unstructured data to the mix, another 38% also have 7 or more unstructured data repositories where they could find possible answers? That's a lot of data silos to look through, and as much as 36% of an employee's day can be spend looking for information.
Unifying Unstructured & Structured Data through Intelligent Search
But AI-powered, cognitiive search can help - by unifying unstructured and structured data, and adding AI-capabilities like machine learning, natural language processing, and text analytics, employees can find the answer they need to virtually any question, right away.
Financial services companies comprise a significant portion of the Attivio client base. In fact, 8 of the world's top 10 banks work with us to address a variety of opportunities in risk and compliance, customer support, and knowledge management. Two events held last week focused on the risk and compliance scenarios and how modern, machine-learning based search can help improve investigator productivity, decrease false positives, and protect the brand.
We polled the attendees for the KMWorld webinar, The Case for Intelligent Search in Today's Enterprise, about their experience of search in their organizations, and more than half (56.5%) said they’d rate it a 1 or 2 out of 5, where five was the greatest experience. Only 13% rated their work-related search experiences 4 or 5. This mirrors what we hear day in and day out – the experience of finding answers at work is broken, compared with our experiences as consumers where we rely on Google or Siri/Alexa to get answers fast. In fact, 45% of companies are planning to replace their search technology within 3 years.
However, Intelligent Search can help bridge that gap.
Most customers don’t like calling customer support. It takes too long to get the answers they want, and they walk away feeling exasperated. Many organizations find themselves frustrated with their customer support experience as well. They know they need to provide a better, seamless experience for their customers, but they are challenged with information silos, an incomplete view of the customer, and a support team that has to hunt and peck to find the right information.
These challenges are real, and it’s critical to resolve them and improve the support experience. If you don’t manage your customer experience right, customers will leave. And that’s something you can’t afford to see happen. What’s the answer?