Putting the “Smart” in SmartPhones J. Brooke Aker CMO ADmantX
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Putting the “Smart” in SmartPhones J. Brooke Aker CMO ADmantX December 2010
description
Putting the “Smart” in SmartPhones J. Brooke Aker CMO ADmantX. December 2010. Customer Service is the Top Challenge. Customer Service & Support. Communication / PR / Reputation . Worker Productivity. Decision Support. Support Sales. R&D. Sourcing & Procurement. Governance & Compliance. - PowerPoint PPT Presentation
Transcript of Putting the “Smart” in SmartPhones J. Brooke Aker CMO ADmantX
Putting the “Smart” in SmartPhones
J. Brooke AkerCMO
ADmantX
December 2010
Customer Service is the Top ChallengeCustomer Service & Support
Communication / PR / Reputation
Worker Productivity
Decision Support
Support Sales
R&D
Sourcing & Procurement
Governance & Compliance
Financial Processes
Other
What organizations want IT to provide
Source: AMR Research
Search Priorities by Type
3
10% 20% 30% 40% 50%
Risk Management
Call Center Narrative
Field Service Notes
Enterprise Content Management
Instant Messages / Tweets
Source: Aberdeen Research
Challenge – Cost Effective Service• American’s make 43 billion “help calls” each year
making customer service a crucial part of business.
• Employing a live CSR costs about $7.50 per call compared with just 35 cents for a machine.
User visits the help your section
1 2
Asks a question in natural language (plain English)
Gets the best answer within seconds
3
Convenient Accessed from the mobile device
Accurate Leverages knowledge base
Fast Answers are provided within seconds
Simple User simply asks a question in plain English
Personalized Automatically reads device type a software version providing answers specific to the problem
Mobile Answers
Semantic Based Q-A is Self-Help Service• 60% of users try self-help before requesting
assistance. • A 10% percent improvement in customer retention
results in a 30% increase in the value of the company (Bain & Company)
Recipe for Web Scale Apps
• Simple, familiar – no training
• Collaboration to build useful things
• Everywhere, all the time high speed
• Google-like Computing Power
The Cloud
The Pipe
The UI
The API
90% +Precision
4 MB per Minute Speed
<10-6 Access Time
35 Entity Extractio
n Types
600+ Categori
es
Recipe for Semantic Search
Semantic Network
Corp. Data
morphological
part of speech
sentence logic
disambiguation
semantic network
Categorization
Extraction:People, Organizations
Events, Relations,Products, Main Concepts Etc semantic
tags
COGITO
Semantic Understanding of Information
Sentiment++++
- - - - Public Data
Rich Architecture
App context
help – no lists
How do I get an answer?
User Case: “One Search”
Q-A for all Help
- Extended to forums- Extended to other customer generated
answers
Instead of getting a
list of apps by
category get the app you
want
How do I get an answer?
User Case: “Find Me An App”
Q-A for locating the“right” app
Who is this?
How do I get an answer?
User Case: “Fill Me In On This Person”
Q-A for knowing who you are meeting with
Where can I get spicy
Indian food by
delivery?
How do I get an answer?
User Case: “Help Me Travel Well”
Q-A for location, review, delivery and other specifications
When was the last
time I met with
Company X?
How do I get an answer?
User Case: “Manage My Business”
Q-A for; • tracking past appointments• to do alerts
Prepare me for my meeting in
2 hours
How do I get an answer?
User Case: “Prepare Me For A Meeting”
Q-A for reviewing all• Notes• Emails
• Text messages• Documents• Presentations
Instead of getting Jay Leno’s bio or a link to
his website, users can find out exactly
who is on tonight!
How do I get an answer?
User Case: “Find Me Entertainment”
Q-A for everyday publicsearches
What are my friends doing right
now?
How do I get an answer?
Case: “What Are My Friends Doing?”
Q-A for managing socialconnections, appointments
availability
When will the price go lower?
How do I get an answer?
User Case: “Alert Me to Deals”
Q-A for proactively Finding and alerting
user on purchasedeals
Ads right = Semantic Search right
• Interface stays simple• Interface interprets input giving user
flexibility, feedback & clarity
gas
Did you mean ….gas – as in air in the roomgas – as in fuel in the tankgas – as in natural gasgas – as in empty talkgas – as in the gas pedalgas – as in to poison
Ads right = Semantic Search right
• Interface stays simple• Interface interprets input given user
flexibility
What are the projected prices for gas at the pump?
Ads right = Semantic Search right
• Interface stays simple• Interface interprets input given user
flexibility
subject action object
suggestions suggestions suggestionstypessueGE UTC
