Wednesday, October 16, 2019
10:15 AM - 11:15 AM
In the typical organization, the contents of the actual chat or voice conversation between agent and customer is a black hole. In the modern Intelligent Customer Operations center, the interactions between agent and customer are a source of rich information that helps agents to improve the quality of the interaction in real time, creates more sales, and provides far better analytics for management. The Intelligent Customer Operations center is enabled by a taxonomy of the products and services sold, speech recognition to turn conversations into text, a taxonomy-driven entity extractor to take the important concepts out of conversations, and machine learning to classify chats in various ways. All of this is stored in a real-time Knowledge Graph that also knows (and stores) everything about customers and agents and provides the raw data for machine learning to improve the agent/customer interaction.
In this presentation, we describe a real-world Intelligent Customer Organization that uses graph-based technology for taxonomy-driven entity extraction, speech recognition, machine learning, and predictive analytics to improve quality of conversations, increase sales, and improve business visibility.
Jans Aasman is a Ph.D. psychologist and expert in Cognitive Science, as well as CEO of Franz Inc., an early innovator in Artificial Intelligence and provider of the graph database, AllegroGraph. As both a scientist and CEO, Dr. Aasman continues to break ground in the areas of Artificial Intelligence and Knowledge Graphs as he works hand in hand with numerous Fortune 500 organizations as well as U.S. and foreign governments. Jans recently authored an IEEE article on “Enterprise Knowledge Graphs.” Dr. Aasman spent a large part of his professional life in telecommunications research, specializing in applied Artificial Intelligence projects and intelligent user interfaces. He gathered patents in the areas of speech technology, multimodal user interaction, and recommendation engines while developing precursor technology for tablets and personal assistants. He was also a part-time professor in the Industrial Design department of the Technical University of Delft.