NativeMinds Wins Patent on Technology that Makes Online Virtual Service Agents More Effective, Lifelike
Advanced Pattern Matching Technology Allows Fortune 1000 Firms to Reduce Call Center Costs and Build Customer Satisfaction
San Francisco, CA - 2003-08-27 - NativeMinds, a leading provider of integrated self-service solutions, has won a new patent for technology that enables 85 percent accuracy in online answers given by Virtual Representatives or vReps™. These automated customer service agents offer a human-like approach to online self-service at a fraction of the cost of traditional call centers. Fortune 1000 companies including Coca-Cola, Ford, Pepsi and Unilever are using vReps on their Web sites to instantly answer consumer questions, reducing service costs while improving customer satisfaction online.
Consumers are increasingly relying on company Web sites for information on products and promotions. In fact, customer service e-mail inquiries are expected to rise from 1.0 billion in 2001 to 3.3 billion in 2008, according to Jupiter Research (February 2003). Efficient and cost-effective, vRep technology offers significant return on investment through e-mail reduction as companies increasingly recognize they need more personalized, immediate support for consumers online.
Pattern Matching Technology Helps vReps "Think" More Like Humans
NativeMinds' innovative approach to online customer service is based in part on five completed patents and two others that are pending. The U.S. Patent and Trademark Office recently awarded patent number 6,604,090 to NativeMinds for its pattern matching technology, which enables vReps to recognize numerous ways of asking the same question. NativeMinds' pattern matching software engine, called NeuroServer, gives vReps the ability to identify question type, context and subject. Once classified, the software recognizes the specifics of the question and determines which information will provide the best answer. The patent covers specific technical techniques that enable NeuroServer to provide one unique answer to a query instead of a list of possible options. The algorithms are able to do this faster than previous approaches. A full copy of the patent is available from www.uspto.gov.
For example, consumers inquiring about where they can purchase products might pose the question in several different ways, from "where can I buy it?" to "where are your stores located?" Often the information that consumers want is buried in a Web site. The patented pattern matching technology enables vReps to identify relevant information and accurately respond to a wider range of questions, ensuring conversations with vReps are both familiar and reliable.
"Virtual reps make the most of Web site content by finding the correct answer no matter how customers phrase their questions," said Aaron Rosenbaum, vice president of marketing and products at NativeMinds. "vReps give customers quick, accurate answers, decreasing the load on live call center agents and building customer satisfaction."
For more information, contact Verity at info@verity.com or at World Wide Web site http://www.verity.com or call 408-541-1500.
Verity and the Verity logo are registered trademarks or trademarks of Verity, Inc.
Summary: ...personalization component of the ACM Portal. Subscribers can create their own “bookshelf” containing virtual binders within the portal to organize, store, and share articles of interest, as well as build bibliographies for future reference. The binders can be either manually maintained or automatically...
Summary: ...responding to their user community’s requirements. The Challenge Sibblingz is a virtual world platform with multiple social games which let their users explore a virtual world, undertake interesting quests together, and achieve team goals through many Flash-based mini-games and some premium content....
Summary: ...and not just of the technology. Decisions involving the technology are now based on having a full 360 degree view of the business and some fundamental questions about what it takes to keep the business running can be answered. Orlando Milford adds, “Throughout the whole process the IT department has...
Summary: ...iron” and returns the most relevant results. These capabilities address one of the leading consumer complaints about online shopping, according to industry analyst group Jupiter Research. A recent Jupiter survey revealed as many as 39% of online shoppers say misspellings are poorly handled. Callaway...
Summary: ...Excellence Overseeing some of the nation’s largest collaborative studies and clinical trials, UCSF’s Prevention Sciences Group faces three serious challenges in its quest for continued excellence in medical research: 1. Managing Complexity: UCSF studies can last several years, involve participants...
Summary: ...Excellence Overseeing some of the nation’s largest collaborative studies and clinical trials, UCSF’s Prevention Sciences Group faces three serious challenges in its quest for continued excellence in medical research: 1. Managing Complexity: UCSF studies can last several years, involve participants...
Summary: ...for extreme speed, flexibility, ease of use and ease of deployment and administration. The company was able to download both products from the Web, install them, answer a few questions posed by the software, and get them running – all without IT assistance. Tableau Desktop and Tableau Server connect...
Summary: ...DECCW then began to consider its long-term requirements. According to Director of Information and Publishing, Sue Oates, “We went through a comprehensive consultation phase, investigating what people wanted and what would work.” The research involved internal and external site users and posed questions...
Summary: ...management, or to request an evaluation copy, please visit www.vertica.com. The Vertica Database Advantage for OEMS and ISVs Create differentiated solutions Store more data, answer questions faster, provide realtime views and new insights Faster time to market Works out of the box, no tuning, standard...
Summary: ...of effort. Functionalities such as the automatic categorization of content which generates taxonomies and instantly organizes the data thus eliminating the need for human intervention, has empowered Ernst & Young with the tools to ensure it delivers the correct, most up-to-date information to its clients....
Summary: ...FileSite has simplified training for new employees already familiar with Outlook—“They pick it up quickly,” Smith says. To ensure accurate filing, our firm takes advantage of an auto-provisioning process that moves the documents within a workspace into the correct subfolder. “Even if people file...
Summary: ...Member Satisfaction The automated post-call survey used by the NCAL Pharmacy Call Center consists of four questions related to member service. After six months of member service-oriented eLearning delivered by Expert, satisfaction rates measured by Survey increased from 89 percent to 93 percent.
...
This is a small selection of the Autonomy case studies available, please visit our publications site at http://publications.autonomy.com/ for more information.
Summary: ...contained in messages and files or on metadata, such as address fields, date fields, and subject fields. It can additionally be classified automatically based on the patented IDOL algorithms that extract the essential meaning of each document through statistical analysis. These policies can be applied...
Summary: ...a user’s interests. The Agent will then learn the concepts within the example and define itself accordingly. Once an Agent has been created it will monitor in real-time the changing information within the index, instantly alerting the user to anything new that matches the training. Profiling IDOL accurately...
Summary: ...Intelligent Documents for Insurance & Annuities. 1) Dynamically Create Packets of Insurance Application Forms As clients answer a series of questions about their insurance needs online, the Intelligent Documents software bundles a packet of relevant forms together. A client’s answers dictate what forms...
Summary: ...Autonomy Virage ACID Product Brief. Automatic, real-time monitoring of all patrolled sites and locations Automatic pattern matching between suspect content and original copyrighted material Combine Autonomy’s unique meaning-based technology with Autonomy Virage’s advanced rich-media analysis operations...
Summary: ...who originally asked the question as well as being stored for future use. email Server Users send questions to the Autonomy Answer service by email Autonomy answer replies to questions via email Questions are analysed using Natural Language Processing and automatically matched to answers on IDOL Server...
Summary: ...Autonomy Supervisor: The Industry Standard for Electronic Communications Compliance. Autonomy Consolidated Archive enables organizations to meet and exceed compliance requirements and rapidly respond to litigation pressures or regulatory inquiries while simultaneously enforcing lifecycle on all electronic...
Summary: ...Based Coding uses IDOL's patented concept-based pattern recognition technology to learn how reviewers code documents and makes recommendations as well as automatically tagging uncoded documents. Visualizations Reviewers can quickly drill down to relevant and related documents and instantly see links between...
Summary: ...define itself accordingly. Once an Agent has been created it will monitor in real-time the changing information within the index, instantly alerting the user to anything new that matches the training. Profiling Autonomy accurately understands individuals’ interests based on their browsing, content consumption...
Summary: ...volumes of information. Users’ expectations for speed and fexibility are typically set from their experience with other systems and vendors inherit the challenge to match or exceed these expectations with each user interface they build. Autonomy iManage delivers an optimal user experience through a...
Summary: ...By forming a conceptual understanding of information in the enterprise, IDOL automatically generates taxonomies and instantly organizes data into a familiar child/parent taxonomic structure. IDOL automatically identifies, names and creates each node based on an understanding of the concepts within the...
Summary: ...The Vertica Analytics Platform, which includes enhanced native in-database analytics, provides new capabilities for geospatial, event-series pattern matching, event-series joins, and advanced aggregate statistical and regression analytics. • Vertica’s real-time analytics for real world applications...
Summary: ...Search TeamSite leverages IDOL, an industry-leading pan-enterprise search platform, to deliver the most relevant and accurate search experience. IDOL uses advanced pattern matching and probabilistic modeling to form an understanding of all content, including audio and video, and uniquely delivers search...
This is a small selection of the Autonomy Product Briefs available, please visit our publications site at http://publications.autonomy.com/ for more information.
Summary: ...innovations that are covered by 170 patents. Autonomy technology identifies the patterns that naturally occur in text, voice or video files based on the usage and frequency of terms that correspond to specific concepts. This enables IDOL to build a precise probabilistic map of the different concepts held...
Summary: ...Autonomy Internationalization White Paper 20031003. Autonomy also supports legacy retrieval mechanisms, such as keyword, Boolean, Proximity, Exact Phrase, Soundex and many others etc. ? Active matching Proactively link users with relevant information they require, accurately, in context and in realtime...
Summary: ...by 170 patents, Autonomy technology identifies the patterns that naturally occur in text, voice or video files based on the usage and frequency of terms that correspond to specific concepts. By studying the preponderance of one pattern over another, Autonomy’s technology understands that there is X...
Summary: ...guides users to information that is the most accurate reflection of their interests. Customization drives user satisfaction, repeat visits and ultimately a boost in a website’s stickiness. With information overload posing a tangible threat to information channels, competition for drawing and retaining...
Summary: ...the context must be understood to grasp the meaning of the information. • Information does not exactly match. There is a definitional problem when dealing with humanfriendly information. When a user poses a query, information never matches in exactly the way structured information would. The question...
Summary: ...and managing expertise and collaboration. ? Community & collaboration IDOL automatically stores a concurrent, accurate and multifaceted understanding of every user based on powerful profiling operations. This ability enables IDOL to automatically match users with similar interests and drive collaboration...
Summary: ...MySQL or Oracle, is no match for an MPP, column-store approach. Organizations that are involved with creating or analyzing structured products are able to achieve unprecedented levels of functionality, performance, and value by using the Vertica Analytic Database to model and store more complete and accurate...
Summary: ...to more effectively respond to customer questions. Key Benefits • Reduces the cost of maintaining unstructured information • Accelerates the time it takes to navigate to related information • Reduces duplication of effort • Keeps people informed and up-to-date • Retains browsers or consumers...
Summary: ...to be more agile without increasing their workload. MTV: We have a corporate performance management wiki project in our BPX community where that same question is being discussed – how to tie them up together, what is important and what is not. It’s not a question with a single answer. This is a part...
Summary: ...and rapid ROI through automation • Accelerate business cycles, ensure compliance, and connect people with information and processes, regardless of location • Improve customer-facing processes, which can build customer satisfaction and loyalty by proactively executing on requests, orders, inquiries,...
Summary: ...dim the lights in the computer room because it might cause the database to thrash through literally billions of records, and sort and merge them a few times before arriving at an answer. Because there are so many criteria involved in this seemingly innocuous question, a relational database would have...
Summary: ...tend to be more indicative of its meaning. It is this theory that enables Autonomy's software to determine the most important (or informative) concepts within a document. Autonomy has extended the theoretical underpinnings with over 100 patents to analyze 1000 content formats and broaden functionality...
This is a small selection of the Autonomy White Papers available, please visit our publications site at http://publications.autonomy.com/ for more information.
Related Case Studies
