Successful customer-driven companies understand that each customer is an asset: an asset to be valued, protected and maximized.
Customer service centers serve as organizational information hubs, resonating with the voices of the customers. Properly utilized, they can satisfy customers and improve retention; they can also drive revenue by cross-selling and upselling. To do this, they must manage the volume of interactions efficiently and control average handle time (AHT). Increasingly, they must achieve this with tighter budgets. Instant access and 360° views of all customer and product data is mandatory to enable customer service representatives (CSRs) to operate more efficiently. With people and information spread across various locations, this task can seem daunting.
With its right mix of technology, Cognitive Search & Analytics enable customer service centers to:
- Provide personalized and highly relevant communication.
- Nurture customer relationship and prevent customer churn.
- Improve productivity, reduce operating expenses and gain efficiencies.
- Minimize customer service representative turnover and knowledge loss.
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Finding relevant knowledge in the complex and diverse data of Biopharma companies requires cognitive systems using Natural Language Processing (NLP) capable of "understanding" what unstructured data from texts and videos is about. This whitepaper highlights how Cognitive Search and Analytics are key elements for driving innovation, improving the efficiency of research, clinical trials, and regulatory processes.
What is Cognitive Search? Forrester, one of the leading analyst firms, defines Cognitive Search in a recent report as: The new generation of enterprise search that employs AI technologies such as natural language processing and machine learning to ingest, understand, organize, and query digital content from multiple data sources. Here is a shorter version, easy to memorize: Cognitive Search = Search + NLP + AI/ML.