Posts from Ben Shannon

Reduce the Swivel

As HBR says, “the biggest problem with analyzing data is often accessing it.” Furthering this point, Forrester found “59% of workers struggle to find the sources of information they need.” Obviously, this fight with data isn’t good for anyone – but especially not for your customer support and IT teams.

To illustrate this all too common problem we created a video “Reduce the Swivel with Elevate”. Click here to watch the video.

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Attivio Rocks Boston TechJam 2019

For a gloomy Thursday afternoon, Boston TechJam definitely rocked.

Boston TechJam 2019

As everyone from Boston already knows, and recent surveys highlight, Boston is one of the best cities in the country to launch a new company, particularly in technology. Our top-tier academic institutions and students, world-class venture capitalists, incubators, and an ecosystem of supporting service providers all contribute to the thriving economy and technology ecosystem.

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A Practical Guide To Machine Learning

We recently teamed with TSIA for a recorded Q&A about machine learning and AI as it relates to its use in support organizations and their particular needs.

The idea for this webcast came from our time at a recent TSW show. We spent a lot of time at the conference talking to people about these technologies. While people were genuinely interested in the capabilities and the far-reaching potential of AI and machine learning, ultimately what people really wanted to know was how AI and machine learning might impact them, their day-to-day, and their team.

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Attivio + INRY: Bringing AI-Powered Answers and Insights to the ServiceNow® Ecosystem

Attivio INRY partnership

We’re excited to announce a new partnership today with INRY (Integrhythm Inc.), a leading ServiceNow® Implementation Partner! Together, we’re bringing the power of AI answers and insights to the employee and customer experience by enriching key ServiceNow workflows. Through the partnership, INRY and Attivio will help companies:

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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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