Posts from Ben Shannon

Elevate Your Support Game

Elevate for ServiceNow

Right now, the remaining teams in college basketball’s tournament are pouring over their opponents’ game tapes and analyzing every available piece of information in an effort to discover something that will give their team an advantage during this weekend’s Final Four.

Just like in sports, in businesses information also drives a winning game plan.

However, for employees tasked with finding answers for customers or employees, finding the best information that resolves a problem is a major challenge. Crucial information is scattered all across a company. This information may exist in a platform like ServiceNow or Jira, in a CRM, FAQ, or even a past email.

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What is Natural Language Processing

What is Natural Language Processing

Artificial intelligence provide businesses with novel solutions for a wide variety of problems. AI-powered answers and insights platforms like Attivio help companies draw more relevant and more intelligent insights from their mountains of data by enhancing experiences like enterprise search, customer support, and IT service management (ITSM). Attivio employs natural language processing (NLP) to help users and companies get the most out of these experiences and to make them as user-friendly as possible.

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Hackathon to Simplify Customer Success

 

Attivio Hackthon 2019 Winter

Last week we held our second Hackathon. These are always a favorite company event, and it allows us to get creative and build new things (and future products) outside of our day-to-day focus.

This time, we were tasked with thinking about solutions that would “Simplify Customer Success,” one of our six company values.

We crowdsourced ideas from across the company (from sales enablement to R&D to marketing). In the end, we settled on pursuing four distinct projects, we and broke into teams. 

 

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Elevate for ServiceNow Wins a Stevie Award

Elevate for ServiceNow wins a Stevie Award

Elevate, our new suite of apps for ServiceNow, was selected as a winner in the annual Stevie Awards for Sales and Customer Service. Elevate took bronze in the New IVR or Web Service Solution category. Despite being new to the market, the judges were impressed by the product and the early progress made by the team. Praise from the judges included:

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What is Enterprise Search?

In this day and age, there are very few questions without answers. They may not always be right answers but even the most well thought out Google query can lead you down a rabbit hole of theories, thoughts, and best guesses that help you craft answers to even the hardest questions like, “What is the meaning of life?”. The power of modern search engines has made the spread of information more equitable and trained us that any question can be answered via search.

But in reality, not all information is created equal, especially in the business world where proprietary knowledge and the free-flow of team- and company-specific information is essential. You can’t just Google, “How many of our orders shipped late last quarter?”

Or can you?

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How Attivio Uses Customer Support Data to Make Customers Happy

Customer Experience everywhere

In an omni-channel, fully digitized world, customers have no shortage of options when it comes to choosing goods and services. For businesses, that presents the obvious challenge of determining how to stand out to potential customers. It’s far easier and more cost-effective to retain a customer than it is to obtain a new one, however, what new and recurring customers have in common is their desire for a simple and seamless customer support expereince.

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Why Machine Learning Is So Important In Search

We’ve been hearing about Artificial Intelligence for years now – enough so that even the most casual AI watcher has a high-level understanding of what AI is: the art and science of getting computers to act and respond just like humans do. Casual AI watchers are also likely to recognize that AI is getting smarter - less artificial and more intelligent - by the day. In part, that’s thanks to machine learning, an AI technique that helps AI become more intelligent by learning over time, on its own, without having to be programmed. It does so by observing real-world interactions between humans and computers, and analyzing the data and information associated with these interactions.

Machine Learning- Data has a better idea

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Gift Yourself a GSA Replacement

At this point in the holiday season, you’ve probably spent a fair amount of time thinking about, and shopping for others. But what’s a gift you can get yourself that would make your life easier in 2019? Here are three reasons why switching from GSA to Attivio is that gift.

1. Poor search is costing you hours It’s also expensive.

People aren’t searching for the fun of it – it’s part of their workflow. The more time they devote to search, the less time they can spend doing something else. If it’s your customers, you risk lower retention rates, costly support escalations and lower NPS and CSAT.

2. Your search results aren’t answering the questions asked

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How to Implement Elite ITSM in Your Organization

Last week we looked at three reasons why call deflection is vital for your customer support efforts. While it may not always be correct to think of your employees as customers, when it comes to internal support and ITSM, it’s reasonable to draw a parallel between your customer support organization and your internal support system. The “consumerization of IT” as it’s often referred to, is a logical endpoint for ITSM considering the technology-driven consumer market that an organization’s employees are all a part of in their personal lives.

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3 Reasons Call Deflection Is Crucial for Your Customer Support Efforts

For some retailers, the holiday season can represent as much as 30 percent of their yearly sales. One of the best ways businesses can capitalize on this connection with customers is in your organization’s customer support operation. According to the Harvard Business Review, “Delighting customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does, [and] acting deliberately on this insight can help improve customer service, reduce customer service costs, and decrease customer churn.”

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