Call Deflection Is Not Enough
Customer demand for support services will continue to grow at an average rate of 17.6 percent industry-wide and even higher for some segments of the market, according to the 2021…
Machine Learning
Ineffective Intranet? Apply Machine Learning
Machine learning turns the concept of the workplace intranet on its head. Instead of frustrating trips around different data stores, employees can ask an interesting question and get a relevant…
Delivering Relevant Results at Scale with Machine Learning
Have you searched for something on Google Drive or SharePoint lately? Better question – have you actually found it? Sure, if the name of what you are looking for is…
The Vectors That Came in from The Cold: Improving “cold start” at scale in a multi-tenant SaaS scenario
In some previous installments of this exciting series, we described – at length – the super cool concept of product vectors (or “embeddings”), and how they can be used to…
How Search Log Analysis Drove Web Design … and Conversions!
‘Ease of maintenance, sleekness, and modernity.’ That’s the brand promise Formica has made for over a century. And after years of quality service, there is no doubt why Formica Group®…
‘Insight Engine’ Powers ConnectWise’s KCS Initiative
Knowledge Centered Service (KCS) was a key initiative at the IT software company, ConnectWise, in 2019. They had developed a methodology for improving customer support, but a legacy tech stack…