It’s been a good week at Attivio. Along with having Monday off to celebrate Memorial Day, this week Forrester recognized Attivio as a leader in its latest Forrester Wave™ report assessing the Cognitive Search industry. After an evaluation of 12 vendors, Attivio was given the highest possible scores in 14 of the 24 measured criteria, including intent, tuning, tuning tools, prebuilt applications, connectors, scalability, deployment, and customer service. Forrester highlights “Attivio’s cognitive search solution is comprehensive and customizable for the world’s most challenging use cases.”
And that’s a wrap, Knowledge 19 is in the books and Attivio was thrilled to be a part of it. With over 20,000 attendees (a mix of ServiceNow customers, prospects, and partners) out in full force it was a week of compelling keynotes, in depth customer stories, and insightful and fun conversations on the expo floor. We all know what happens in Vegas, stays in Vegas, but for Knowledge 19 Attivio is bringing home a full deck of user challenges and pain points we learned during our live Elevate demos and conversations.
As a certified ISV partner and event sponsor, we spent the days showcasing our three certified apps for the ServiceNow platform: Elevate ITSM, CSM and HR; all of which are fully integrated into existing ServiceNow workflows and deliver AI-powered answers and insights to users.
We recently posted a blog titled, What is Natural Language Understanding (NLU) that explained why NLU, a subset of Natural Language Processing (NLP), is getting more attention as businesses look to conversational interfaces (e.g. Alexa) and AI-powered chatbots to handle everything from customer support to sales to filing insurance claims.
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.
Using machine learning in customer support equates to taking your most experienced rep – someone with years of experience responding to customer questions – and making her/him exponentially faster. Taken a step further, machine learning allows you to replicate their expertise and newfound proficiency amongst all of your reps.
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?”
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.
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.
KMWorld 2018 in Washington, DC concluded last week. Since the event combines attendees registered for the Enterprise Search & Discovery, Taxonomy Boot Camp, Text Analytics Forum, and Office 365 Symposium sub-conferences, co-located exhibitors hear an interesting mix of challenges and views related to knowledge management. Not surprising, some attendees are tasked with finding solutions to very narrow problems such as creating a labeling taxonomy to a set of documents or how to configure Sharepoint to improve search results. As an enterprise search provider in the age of AI, it’s not easy to withhold the bigger idea that, “Heh, you can get a lot more with AI-POWERED SEARCH”.