Today’s business users don’t search for documents that may have the information they seek buried within, instead they ask their systems for answers. This shift in attitude is a key driver behind the move to cognitive search.
When IBM Watson burst on the scene a few years ago by famously winning Jeopardy! people swooned. Here was a machine that seemed to live up to the promise of a science fiction future. IBM purported to show us all an artificial intelligence (AI) that could understand human language, sift through massive amounts of data, and provide answers to questions.
When life sciences companies develop new drug therapies or biomedical interventions, what typically attracts the most attention is news about the success or failure of clinical trials. But a lot of work goes on behind the scenes before these efforts ever reach the clinical trial stage. In fact, as life sciences companies decide what promising therapies should receive development resources, it’s often rigorous fact finding and research that determines a go or no-go decision.
When you think about customer support, you tend to think about cost savings for the company. But how often do you think about customer experience?
For too many companies, a focus on customer experience ends when the customer is won. The reality is, it’s only the beginning. If the experience you deliver your customers is poor, they will leave you. And it’s easier than ever for an unhappy customer to move to the next company.
We’ve been posting lately about all the ways cognitive search can help make your business more successful and its employees more productive. The working definition we use for cognitive search is: “Cognitive search allows people to find hidden knowledge.”
Now, “hidden” can mean you don’t know where something is, but it can also mean that it’s not accessible. You know where a certain piece of knowledge is, but you can’t get to it because it’s in a place you can’t connect to. Or you can only connect to it when you’re in the office — not when you’re working from home or on the road.
Customer support is probably one of the most challenging elements of business. Your support team is on the front-line working hard to help customers resolve their issues as quickly as possible.
Customers expect - and often demand – answers, and fast, whether it’s from a support rep or a self-service support solution. If their issues aren’t resolved in the time they think it should take, frustration kicks in and plans to move to the competitive solution start to take hold.
What exactly is cognitive computing? Well, if you ask 10 academics or scientists, you’re likely to get 10 different answers. Look it up on Wikipedia. You’ll see that in the academic and scientific community, there is no agreed upon definition. It’s just marketing jargon. Ouch.
On the commercial side though, we may not have a precise definition for cognitive computing, but we’re very aware of its potential to help our businesses.
Too often we think about effective search in terms of finding the right content on a website. But for enterprises across the world, effective search is equally important internally, to groups like Sales and Support. And it’s even harder to achieve.
Hurricane Harvey hit Houston hard. Harder than many expected, including a number of the oil and gas companies located in the area. Some evacuated early and had no idea when they would reopen for business.
You could Google cognitive search and find a lot of definitions. But the simplest one is this, “Cognitive search allows people to find hidden knowledge.” That knowledge, that gem could be anything and this applies to every vertical and job function. It can help you find a needle in a haystack or a particular needle in a stack of needles. And finding a particular needle in a stack of needles is often what customer service reps have to do.