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.
Dr. Jans Aasman started his career as an experimental and cognitive psychologist, earning his PhD in cognitive science with a detailed model of car driver behavior using pioneering AI techniques. He has spent most of his professional life in telecommunications research, specializing in intelligent user interfaces and applied artificial intelligence projects. Dr. Aasman has also served as a part-time professor in the Industrial Design department of the Technical University of Delft. Jans is currently the CEO of Franz Inc., the leading supplier of Graph database products that provide the storage layer for powerful reasoning and ontology modeling capabilities for Knowledge Graph applications.
Dr. Aasman has gained notoriety as a conference speaker at such events as Smart Data, NoSQL Now, Global Graph Day, Semantic Technologies Conference, International Semantic Web Conference, Java One, Linked Data Planet, INSA, GeoWeb, AAAI, IEEE, Enterprise Data World, STIDS, ODSC, Text Analytics, and DEBS to name a few.