Posted on: March 12, 2020, by: Ann Kelly
Using Semantic AI to Drive Exceptional Chatbot Experiences
Chatbots are the new front line for customer service in today’s enterprise – they enable companies to connect with their customers on a personal basis, reduce the impact on human agents, and decrease bottom-line expenses. According to Gartner, 47% of organizations will use Chatbots for customer care and 40% will deploy virtual assistants. Adweek finds that 68% of consumers indicate that messaging is the most convenient way to stay connected with businesses.
It’s not a great leap to realize that our teams will want to communicate with their employer in this way as well. Today, Chatbots are used for simple user-based queries across industries. Chatbot trends focus in 2 areas – Customer Support and Self-service HR.
In a recent study, the Temkin Group found that an increase in customer experience generates an average revenue increase of $823 million over a 3-year period for a company with $1 billion in annual revenues – a compelling reason to get it right.
Chatbots don’t need to sleep or go on vacation. They provide 24 x 7 support to handle information-based questions and reduce support tickets. They can quickly scale during peak times and support customers and staff who want an instant response.
Chatbots deliver business value. They streamline internal workflows within the organization to improve the experience and efficiency of the user.
Human Resource (HR): Chatbots can be used to keep the pulse of your employees, answer basic HR-related questions, and complete transactional HR services.
Employee onboarding: Onboarding is a tedious and time-consuming task. Chatbots can initiate the interview process by fielding screening questions and capturing the answers. It also helps in guiding new hires through company policies.
Internal help desk: Chatbots can handle common queries and allow IT service desk agents to work on complex queries. The bot learns the answers to repetitive queries and improves the response time.
Yet for all their perceived value, Chatbots are not without challenges; they misunderstand requests, fail to grasp the nuances of human dialogue, and sometimes execute inaccurate commands.
Chatbots often misinterpret requests because they are unable to understand the customer’s intent. Human language is ambiguous and nuanced – due to a lack of conversational intelligence, Chatbots often fail to interpret those nuances, which can lead to inaccurate or at times humorous conversations.
A semantic knowledge model can minimize or eliminate these issues. Models provide a common language for an organization or topic. They provide an understanding of and context to unstructured information such as a Chatbot request. Most importantly, they are the enabling ingredient for AI - Chatbots can draw from the model to accurately answer questions.
Models contain the important concepts associated with the organization or a process. They provide concept context and the relationships between concepts as well as the different ways concepts are expressed i.e. abbreviations, synonyms, jargon, and acronyms, for example, the World Health Organization could also be represented by WHO in the model.
New information about topics, products or the organization can be quickly added without the need for lengthy training processes or training sets reducing the time, cost and complexity of Chatbot implementation or use.
Semaphore allows you to create and govern knowledge models that contain the important concepts, topics, and relationships you need to examine customer sentiment, maximize efficiency, and improve the quality of Chatbot responses. Your knowledge model is the key to exceptional Chatbot experiences.
CEO and Founder
Semantic AI Improves Access to Enterprise Search
Wearable devices, real-world evidence, nanotechnology, and precision medicine are changing the landscape of today’s pharmaceutical industry. Traditionally a sporadic increase in growth is dependent on the invention of effective medications but possible market saturation, biosimilars and a shift toward value-based payments, where estimating an appropriate
time-frame for manufacturers to demonstrate drug efficacy, make it difficult to compete in the marketplace.
Access to medical research information associated with drug development is the key to success. To learn how one pharmaceutical organization, which provides safe and effective medicines and services that support healthy outcomes to their customers, implemented Semaphore’s model management and Classification and Language Services (CLS) to enhance end-user access to the enterprise medical search platform, download our complimentary case study (need link)
Smartlogic Releases Semaphore 5 - an Integrated Semantic AI Platform
Smartlogic, the makers of The Semantic AI platform Semaphore, today announced the release of Semaphore 5, a fully integrated platform that focuses on innovation, core capabilities and ease of use for customer success and continuous improvement.
“Semaphore 5 continues our growth strategy with product updates that incorporate market and customer feedback to ensure value-driven enhancements in all Semaphore modules. The platform leverages innovative technologies and strategies that deliver unified user experiences, enhanced interoperability, and flexible integration”, Matthieu Jonglez, CTO Smartlogic.
Semaphore 5 highlights:
Smartlogic’s platform continues to focus around 3 core areas; modeling & collaboration; fact extraction, auto-classification & language services; and integration & visualization - in a modular platform that allows customers to add capabilities as their business needs evolve. As organizations upgrade to Semaphore 5, they will be able to take advantage of the additional components and capabilities incorporated in their licensed modules.
Designed for the world’s largest enterprises who demand scale and quality, the Semaphore platform combines the power of Semantic AI with award-winning knowledge model management, precise classification, and language services, and cutting-edge fact extraction capabilities to Make Data Great.
Semaphore delivers more value to enterprise initiatives that require the aggressive use of data – structured and unstructured, internal and external to the organization. Organizations leverage Semaphore to capitalize on information across governance and compliance, provide excellent customer experiences, and gain valuable insights from previously unavailable information to drive new revenue streams, gain organizational efficiencies and achieve cost savings.
Smartlogic is Named One of KMWorld’s – 100 Companies that Matter in Knowledge Management
Smartlogic has again been named as one of KMWorld’s 100 Companies that Matter in Knowledge Management. This distinction is given to organizations with solutions that represent the best in innovation, creativity, and functionality as well as a clear understanding of customers’ knowledge management needs.
“We are excited to be recognized in the KMWorld 2020 - 100 Companies That Matter list again this year. That our product is identified by KMWorld as one that meets a tough set of business criteria and rigorous evaluation is high praise. This honor demonstrates that our customers continued commitment to Semaphore is validated by the people our customers serve” says Jeremy Bentley, CEO Smartlogic. Read the full press release.
Smartlogic’s User Community Forum
Our next User Community Forum meeting will be held on Wednesday, April 1st (no joke) at 11 am Eastern. If you haven’t signed up yet DO IT TODAY – it’s a great opportunity to meet and connect with like-minded Semaphore users to exchange tips, tricks and best practices with the Semaphore platform and Knowledge Management topics. Got a classification or modeling question - bring it to the forum we’ll help you work through it.
MarkLogic World 2020 – Integrate to Innovate
The Smartlogic team will attend MarkLogic World again this year. Connect with us in Chicago at the Marriott Marquis Hotel on May 20 – 21 to get all the info on Semaphore 5.
Blue Prism World 2020
Smartlogic teams will be attending Blue Prism World in London on May 5th and 6th and in New York City on June 23rd and 24th. Connect with us to learn about Semaphore 5 and hear how our customers are solving business problems with our Semantic AI platform.
SAP Sapphire NOW
Smartlogic staff will be attending SAP Sapphire NOW in Orlando at the Orange County Convention Center on May 12th to14th. Connect with us to learn how we’re working with our customers to solve their business problems with Semaphore, our Semantic AI platform.
Semaphore Spring & Fall Training schedules are up! To register for classes, email us at firstname.lastname@example.org or contact your Smartlogic Account Manager.
If you missed our webinar: It’s all about Semantics - Using Semantic AI to Drive Exceptional Chatbot Experiences you can get the playback here.
If you missed our webinar: Delivering Better Biomedical Text Analytics Solutions you can get the playback here.
More webinars are in the works, keep an eye on our events page for announcements and registration information.
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