Posts from Ben Shannon

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.

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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.

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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.

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Say Goodbye GSA, Hello Attivio

Replacing your enterprise search technology, regardless of what it is, can disrupt an organization’s normal operations. Even if employees are dissatisfied — complaining every other day to IT about how slow it is or how it’s not user friendly — the old system is familiar, connected to a lot of sources, and so naturally a change is difficult.

But with Google only able to offer companies GSA extensions, it’s important to look at your replacement options.

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[Case study] Telcos Transform Support Outcomes with Intelligent Search

According to a survey by Pew Research, 68% of US adults own a smartphone. That’s about 160 million people. And chances are that at some point during their ownership, people will need support from their service provider.

Knowing the importance that good and efficient customer support plays in both keeping existing customers and winning new subscribers, plus the challenge of skillfully handling large volume of support requests, two telecommunication leaders decided to migrate their search platforms from Google Search Appliance (GSA) to Attivio.

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4 Digital Tools Modern Support Organizations Need

The world is flat. Not literally, of course, but in terms of how teams communicate with one another, stay on task, and reach shared goals. Today’s digital workplace connects people so seamlessly that previously enormous obstacles like physical distance and time zones are practically inconsequential. Innovations in technology have advanced all aspects of an organization but these changes’ immediate benefit is perhaps no more pronounced than in the customer support field.

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[Infographic] Frank, the CS Monster

Meet Frank. He's your average customer support monster. A true mash-up of different systems, platforms and data silos that support reps interact with every day. Even though Frank is a monster, he doesn't have to be scary.

Attivio can help you unify all your sources of data and knowledge into a single, accessible and actionable beauty. 

Happy Halloween!

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