Callcenter HPE IDOL overview

HPE IDOL

Search and Analytics Platform for Text and Rich Media

Vitali Nikitin, BigData Leader, CIS countris

Open Innovation is transforming everything

Closed technology architecture design

“After-the fact” static analytics, e.g. Monthly reporting

Analyze data at “rest”

Real-time insight & understanding via machine learning

Put data science into your processes – Next-gen apps and services

Analyze and apply perishable data anywhere at any time

Premise-based systems

Seamless blending of open source, advanced technology, deployment choices…

Contain Cost Create Outcomes

Traditional Data Analytics Open Innovation Data Analytics

Journey to the New Style of Business

Human data

Connected people, apps and things generating massive data in many forms

Machine data

Business data

faster growth

than

traditional

business data

10x

How do you bridge the gap between data and outcomes?

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How do you consume any data generated

or understood by humans?

How do you identify key aspects and

patterns to determine outcomes?

How do you automate to take

action?

Data sources Diverse Modern Apps

Q1 Q2 Q3

Augmented Intelligence power apps for competitive advantage

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Augmented Intelligence powered by HPE

Artificial intelligence, machine learning and natural language processing using advanced analytics functions.

Machine Learning at the Service of Business Augmented Intelligence

HPE Big Data Advanced Analytics Software Solutions

Vertica high-performance advanced analytics

− Real-time performance at scale

− Premise, Cloud, and Hybrid

− Native optimized Hadoop options

IDOL augmented intelligence for human information

− Advanced enterprise search and rich media analytics

− Analyze text, audio, image, and streaming video

Haven OnDemand APIs and Services

− Machine Learning as a Service

− Delivered on Microsoft Azure Cloud

− Accessible to any developer

Deep Learning

Text Analytics

Face Detection

Neural Network

Speech Recognition

Categor-ization

Platform Features

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Over 500 IDOL functions to augment your intelligence

Automatic hyperlinking

Conceptual search

Keyword search

Fieldtext search

Phrase search

Phonetic search

Field modulation

Fuzzy matching

Implicit profiling

Explicit profiling

Community and expertise network

Agents

Intent-based ranking

Alerting

Social feedback

Eduction

Automatic clustering

Clustering 2D/3D

Autoclassification

Auto language detection

Sentiment analysis

Automatic taxonomy generation

Automatic Query Guidance

Highlighting

Parametric refinement

Summarization

Real-time predictive query

Metadata extraction

Automatic tagging

Faceted navigation

Inquire Search your data

Investigate Analyze your data

Interact Personalize your data

Improve Enhance your data

Language independence

–Free from linguistic restraints and rules

–Automatically adapts to changing definitions

–Over 150 languages

–Single,multibyte and Unicode languages

–Optional language packs for localization

Product performance issues

Clustering

Side letters

Off balance

sheet transactions Automatically

partition the data

so that similar

information is

clustered

together

Inquire “Search your data”

Investigate “Analyze your

data”

Interact “Personalize your

data”

Improve “Enhance your

data”



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Add context to short queries by grouping results into concepts

Automatic Query Guidance

Query

”Madonna”

Results: Documents

containing ”Madonna”

Query

search

Documents about:

1.Singer

2. Italian Renaissance

3. Madonna Further

suggestions…

Most likely

meaning…

Result

documents

Conceptual

clustering



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data”

Exploratory analytics that help you discover the “unknown unknowns”

Enhance your data

– Managed classification

– Create categories using business rules or training

– Automatic classification and clustering

– Automatically determine categories based on patterns and relationships in information

– Spot analysis of all themes and grouping

– Time sensitive analysis; What’s hot? What’s New?

– Eduction

– Apply structure to unstructured data by extracting key fields and entities

– Hundreds of entities supported, including names, addresses, credit card information, sentiment, intent, etc

– Audio analysis

– Speaker independent speech to text, speaker identification, audio events, language identification, etc

– Image and video analysis

– Next generation image classification (is this a car?/find more like “this”)

– On-screen OCR, logo detection, intelligent scene analysis, Color and texture analysis, story segmentation, etc

Hundreds of conceptual entities

Eduction

– Quickly narrow search results with auto-identified facets and conceptual entities such as employee names from documents

– Validate or customize entities

– Is this a valid credit card number?

– What are all docs that contain SSNs?

– If area code is 415, output as Home Office

– Pinpoint accuracy for multibyte languages such as CJK, Thai and some European languages

Names Places IP addresses Companies Events Relationships Medicines Airports Cars Social Security numbers Phone numbers Credit cards Dates Holidays Job titles Currencies … many more



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Analyze your data

– Quickly evaluate the relevance of information

–Automatic Query Guidance (providing top themes from query results in real time)

–Concept navigation via advanced visualizations (node graphs, theme tracking, topic maps, broadcast analysis)

–Intelligent summarization (simple, concept and context)

–Intelligent highlighting (search terms, phrases, concepts, context, fidelity to query grammar)

–Concept streaming (Real-time summaries from audio that are contextual to queries and intent)

–Intelligent de-duplication, including “near” de-duplication

– Use structure to navigate the data

–Structured, semi-structured and XML support

–Parametric search (unlimited nesting and association support)

–Directed navigation (create compelling navigation for users)

Personalize your data We are what we… Inquire

“Search your data”


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data”


data”

Discover Relationships for Richer Insight

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Knowledge Graph

Customer A is in Customer B’s network

Customer C is linked to Customer E via

Customer D

Customers F and G purchased the same

model last year

Customer H is the most influential in

Customer B’s network

Intent-based ranking

– Search results personalized and targeted based on user and context

– Profile developed through complete behavior analysis… implicit or explicit profiling

– Gather data from content consumption,

– content contribution, interaction with colleagues, etc.



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Topical sentiment analysis

– Decomposition and classification within a sentence to pull out specific topics

– “I stayed at the Marriott last week, and though the mattresses were very nice, the service was awful.”

– Is this Positive? Negative? Neutral?

– How much Positive? How much Negative?



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Search video as easily as text Transform rich media into intelligent assets



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Live video or playback

from archived footage

On-screen text

recognition

Face identification

Automatically generated

transcript using speech

recognition

Speaker identification

Timecode

synchronization

Automatic keyframe

generation

Automate Automatically create metadata,

keyframes, transcriptions

Understand Understand video footage and

audio streams in real time

Act Apply advanced analytics such as

clustering and categorization, and link

with other file types

Image technology: 2D objects

Registered image Test image

Generic Logo recognition

Registered

Logos

Test image



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data”


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Intuitive Knowledge Discovery for Self-Service Analytics

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Visualization to simplify analytics workflow Topics Map Sunburst

Result Comparison Rich Contextual View

Business Intelligence for Human Information (BIFHI)

Use Cases

Cross Industries and Industry specific

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Customer care, turbocharged

Customer Self Service via IDOL Search

Key Differentiators

Automate more customer service with advanced

features such as contextual search, automatic

hyperlinking, implicit query, sentiment analysis,

alerting, and chat agents

Find and act on 100% of information - regardless

of language, source or information format

Scalably and securely access virtually all systems,

including cloud repositories with over 400 pre-built

enterprise-class connectors

How Customer Would Deploy

IDOL powered self service web-based support using all available knowledge sources: knowledge base, contact center, forums,

product reviews and more, with connectors to existing OSS, BSS, media solutions and network management as needed

How IDOL would drive competitive advantage for customer

• Reduced churn & improved CSAT due to enhanced automation of customer self-service and improved user experience;

• SG&A cost reduction with single systems for internal and external support

Solutions like HPE Service

Anywhere run IDOL Search

to improve service quality

and staff efficiency

Monitor social media to proactively address incidents and issues Social Customer Service via IDOL

Key Differentiators

• Combine social and public data (Twitter, news, etc)

with customer data in the enterprise to gain insights

• Strong text analytics to synthesize and summarize

large volumes of data – sentiment analytics, concept

extraction, extract place names

• xxxxx How Customer Would Deploy

Deploy IDOL with connectors to various data sources.

How Social Customer Service would drive competitive advantage for customer

Tap into other sources of customer feedback for proactive and reactive resolution of service issues.

Improve customer satisfaction, mitigate churn, identify upsell opportunities

Build a knowledge graph of your organization and automate customer interaction Workforce Productivity via IDOL Knowledge Management

Key Differentiators

• Automates manual customer care processes &

actions

• Expertise location to team and deliver best response

• Proactively deliver and manage relevant & timely

data


Deploy a comprehensive platform for customer

interaction to automate a time-consuming, labor-

intensive process.

How IDOL would drive competitive advantage for customer

• SG&A cost savings: Increased customer satisfaction (decrease churn rate), decreased call center load, understand your

organization better to align resources and eliminate inefficiency

• Increased revenue: Re-deploy resources to high value customer add services

Unstructured

Structured

Collaboration

Expertise

Location

Categorizatio

n Eduction

Taxonomy

On

Screen Text

Recog.

Analyze video, audio, images to support & drive the next wave of experience and

monetization

Multimedia Analytics via IDOL Multimedia

Key Differentiators

• Automate - create metadata, key frames, transcriptions

• Understand - video and audio streams in real time

• Act – apply advanced analytics (cluster, categorize, link)


In line with strategic next wave value added services, rich content,

and services strategy

How IDOL Multimedia Analytics would drive competitive advantage for Customer

Drive next wave content, publishing, and advertising/monetization (revenue enhancement)

- Value Added Services to complete against OTT

- Content screening, moderation

- Ad verification

- Compliance

New Age On-Demand Internet Video,

Audio Multi

Language

Video

Analytics

Face

detection

Sentiment

extraction

Advanced

IDOL

Analytics

Speech-

to- Text

Speaker

Identify

IDOL powered Smart City Solution

Integration Analytics Data Fusion

Integrate data feeds

from across the city

into a common

command center for

investigation and

event monitoring

Add video, audio, and

event analytics to the

feeds to enable real

time monitoring for

security trends and

incidents

Complete the puzzle

with additional

information sources

like social media,

broadcast media

monitoring, employee

databases, etc.

Built-in Scalability

Unlimited expansion

and connectivity

already included at all

levels by design.

Automation

Streamlined workflow

and automated

process

for triggers and alerts

Customer Stories

IDOL in Action

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China Mobile Communications service provider industry

Challenge

– Allow users to access information on thousands of public services directly from their mobile phones – success of the Wireless City platform depends on the users’ ability to quickly find information

Solution

– HPE IDOL

Result

– Over 740 million subscribers can search through more than 8,000 applications for public service information, including public transportation schedules, public health records, traffic offenses and more

– Users receive more accurate search results than ever before

– China Mobile customers get the most relevant and useful information regardless of the terms they use in the search

Private | Confidential | Internal Use Only 30

Leading American multinational telecom Paying careful attention to every aspect of customer-facing processes and applications

Challenge

– Provide support desk staff with fast access to precise information required to address customer’s problem

– Improve knowledge management system search capabilities

Solution

– HPE IDOL

– HPE Big Data Professional Services

Result

– Reduced time-to-resolution with fast queries that ensure support experts can resolve customer issues quickly

– Relevant results as query functionality makes sure that results deliver information most likely to resolve customer issues


Leading financial software, data and media company Subscribers require up-to-the-second information on market conditions and trends

Challenge

– Deliver search performance at the scale required by the size of its data repository, 200 million messages, 15-20 million chats daily

– Provide robust, cost-efficient solution with scalability for large and growing volume of data, supported by small IT headcount

Solution

– HPE IDOL

– HPE Big Data Professional Services

Result

– Detects trends in real-time messaging and chats for subscribers

– Accommodates 10+ billion of document entries without compromising performance today

– Ensures scalability delivers ROI in the future


HPE on HPE CX Analytics Answering critical customer satisfaction issues better and faster

Challenge

– Pull all customer-related data into a centralized repository

– Create a set of analytics services its business units can use to improve the company’s Net Promoter Score® (NPS)

Solution

– HPE IDOL Information Analytics and HPE Vertica Analytics Platform

– Tableau

– Hadoop

Result

– Maximize value of customer experience data to improve customer satisfaction

– Provide snapshot of customer experience metrics that is current and comprehensive; answer complex questions in 5-10 minutes

– Generate a 360-degree view of the HPE customer experience


Dept. of State Development, Business and Innovation Public Sector – Victoria, Australia

Challenge

– Provide a single, secure, enterprise-wide search platform across multiple information sources inside and outside the organization

– Locate information from different information sources such as HPE TRIM, the DSDBI Intranet, shared network drives, Salesforce and external sites such as Hansard, Australian Bureau of Statistics, Victoria online and other websites

Solution

– HPE IDOL, Microsearch Portlet, Microsearch consulting services

Result

– Easily and quickly find relevant information with near real-time search across millions of documents, 9 enterprise and Internet content sources, leading to significant time savings

– Single sign-on allows filtered results, preventing the inadvertent disclosure of sensitive information


Global health services Robust search technology supports health services needs of 80 million customers worldwide

Challenge

– Detect meaning of data even if data didn’t conform to specific standard e.g. physician, MD, doctor, or Dr

– Fast query results to support positive customer experience

Solution

– HPE IDOL

Result

– Customers can quickly identify providers that meet their needs for specialty, location and other important criteria

– Solution supports business and fiscal objectives with lower cost-in-network providers

– Scalability maximizes ROI over time


Fortune 500 global diversified healthcare company


Claims data

– Provider information

– FWA recovery data

– Call center data

– Treatment/Service data

– Social media

Population and community health

Care management/Care coordination

Surveillance, Analysis, Product development innovation

Consumer cctivation/Engagement/Education

Reputation management/Outreach

Innovation focus

Lines of business

– Innovation

– Brand

– Care delivery

– Product development

– Payment integrity

– Provider

– Consumer activation

Callcenter HPE IDOL overview

Data & Analytics

Transcript of Callcenter HPE IDOL overview