Customers submitting their questions online expect the same level of service they would receive in person, but manual approaches simply cannot cope with the prolific amount of requests generated every day in areas as diverse as the help- desk, corporate affairs and investor relations. IDOL Answer is a module from Autonomy that automatically understands and responds to the majority of online queries, allowing experts or help-desk staff to focus only on those questions which have not been answered before or which require special attention. Using IDOL Answer, you can ensure that your customers and employees receive the most relevant responses and cut costs by reducing the need for labor-intensive, manual processing of common inquiries.
Autonomy's Natural Language Processing (NLP) technology and conceptual understanding of all forms of information enable IDOL Answer to extract the essence of each and every question, whatever language or slang is used, and retrieve the most conceptually relevant answer from a database of approved responses. The underlying algorithms within IDOL Answer function independently of linguistic restraints, giving Autonomy's software universal application possibilities, anywhere in the world. Questions that cannot be answered automatically by the system within a specified confidence interval, or that contain questions or concepts which need to be handled by an expert, can be automatically routed to a specialist selected through IDOL's conceptual analysis or directed to an administrator who can manually decide which expert should handle the enquiry.
Administrators of IDOL Answer have access to previous Autonomy Answer email server polls email server responses and any outstanding questions via a single for incoming queries intuitive interface. Using this interface, experts are able to add, modify and delete questions and answers and replies to questions via email navigate through questions and answers based on:
Predefined categories of questions and answers populated automatically Users send questions to
Automatic hyperlinks to similar questions or answers the Autonomy Answer
Experts' profiles built automatically by the system service by email
Restricted fields: answered or unanswered, date of submission / modification
Natural-language query
As well as being able to send questions to the system via email, customers can also browse answered questions using a web-based retrieval tool. In addition, Autonomy's IDOL desktop can be used to prompt help-desk operators with suitable related answers as soon as new questions arrive on screen.
Benefits
Decrease Response Times
Increase Response Accuracy
Automate Response Routing
Leverage Expertise
Facilitate Learning
Increase Security
Audit Customer Interaction in Order to Provide Continual Improvement
Summary: ...VHA every year, it’s no surprise that complaints or questions do arise from time to time. These inquiries are fielded by the Department of Veterans Affairs’ Office of the Medical Inspector (OMI). Boxes of paper The OMI handles 150 to 200 cases per year. Each case is different. Some are as simple as...
Summary: ...numerous support calls to the IT Service Desk and required time-consuming work to rectify the resulting problems. As the IT Manager at Glassolutions observed, “Our previous backup procedures for the laptop workers were too dependent on the user, requiring them to manually run backups at regular intervals....
Summary: ...obtain proper approvals. Leon County soon found out that this system was not adequate enough to effectively manage their 200+ official forms, and it also required a considerable amount of time to properly process and route the forms. Additionally, the solution made it difficult to keep the forms updated...
Summary: ...application submittal and secure routing of public and county employment applications filed from the municipality’s website to the appropriate hiring manager for review. Autonomy’s TeleForm AutoMerge Publisher feature was used to support the need to submit supporting paper-based attachments with an...
Summary: ...to provide staff and stakeholders with quick and easy access to organizational knowledge as well as a powerful search engine to aid inquiries. The Solution Intervate was chosen as the preferred partner to assist BioPAD with the selection and implementation of the best technology platform and solution...
Summary: ...customer service anymore. All you need to do is input the reference number and you’ll see the full tracking history of the package on the site and a request for signature can be on your desk within minutes,” said O’Toole. Benefts of the system for An Post The imaging system chosen by An Post has...
Summary: ...slow, complex, and costly with the previous web infrastructure. Previous to the brand launch, Arkema’s website was based on obsolete technology that did not support efficient content updates; changes or additions, no matter how small, required the intervention of an outside agency. This approach often...
Summary: ...organizations to design, route, approve and sign online electronic forms. All ISU faculty and staff involved in externally sponsored projects will access and complete the new proposal data form online through a Web browser. After attaching supporting proposal documents electronically, they will route...
Summary: ...prevention and treatment of disease. The challenge: Maintaining research 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...
Summary: ...storage • Dramatically decreased backup and restoration times • Improved agility to meet evolving industry regulations related to data storage Share with colleagues Sign up for updates hp.com/go/getupdated Case study Alleviating previous challenges, NSCU has secured its entire enterprise data portfolio...
Summary: ...show users new confirmation and officer reviews. The transaction then moves to the next queue, prompting the user to send the appropriate documents to the counterparty. Scrittura automatically tracks all steps including incoming faxes.
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Summary: ...day • Able to run restores and backups at the same time • Able to respond more quickly to restore requests • User-friendly interface means database administrators, help desk staff can perform restores if needed Business benefits • Risk of loss of business critical data is minimized When CPS Energy...
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: ...allowing experts or help desk staff to focus only on those questions which have not been answered before or which require special attention. IDOL Answer uses Natural Language Processing (NLP) to understand and answer explicit questions. NLP technology is designed to work over a known domain of information...
Summary: ...step(s). The system supports secure user-directed, pre-defined rules based and email routing workfows. Authorization requests can also be routed to multiple users for managing parallel modifications and approvals. In a perfect world, all incoming invoices have the same payment terms, reference valid P.O....
Summary: ...Example Users can submit sample data as input and the system returns references to conceptually related documents. • Refine By Example Based on the results of the natural language retrieval, users can quickly refine their search to precisely focus on the context they require. • Cross-Language Search...
Summary: ...the tools to be as productive from home or a client’s office as at their desks. Using Interwoven’s unique offline capabilities, workers leaving the office synchronize client files to their laptops, and continue to work as if they were in the office. They add and modify content, and automatically synchronize...
Summary: ...iPhone®, etc. - and a copy is automatically routed to the corresponding WorkSite folder for preservation in the official matter file. Send and File – As emails are sent, WorkSite can suggest or prompt for filing locations where the outbound communication needs to be captured. This allows the system...
Summary: ...for handling trade or time-based events. Authorized users can modify the business logic in a production system, establishing their own criteria for STP routing. • Accountability: Business-level exceptions can be specified in the workflow - for example, to flag trades with missing data - providing instant...
Summary: ...The disposition of audio is fully configurable, spanning source policies, calendar policies, archiving and routing policies, and corporate records management policies. For example, all audio recordings for the senior management team are routed for long term archive, while help desk calls are managed in...
Summary: ...through an automated workflow that routes incoming confrmations, reviews legal terms, approves and stamps electronic signatures and dispatches replies to counter-parties, pinpointing erroneous or incomplete data n Increase regulatory compliance by tracking all inbound documentation; at any approved user’s...
Summary: ...does not require any previous training to achieve this. The core engine is mathematical and can identify entities and the relationships between them automatically. Naturally, this capability also allows IDOL Eduction to make use of previously defined terms, and IDOL Eduction provides the user with the...
Summary: ...to conceptually similar documents. Conceptual querying includes: • Query by example • Query refinement by example • Keyword search • Wildcard search • Query language specification • Soundex algorithm • Result restriction by date, source, conceptual relevance and fields • Result sorting...
Summary: ...feedback and insight, and is able to share this with the industry. On January 22, 2010, as part of the online FAQ feedback and submission process, the regular review of FAQ language, and inquiries from Participating Organizations the SSC sought to clarify its position on call center audio recordings....
Summary: ...content proactively without the need for any manual intervention. Using contextual matching, Active Folders understand the themes within any set of data and then automatically populate the folder with related information, IDOL Enterprise Desktop Search regardless of its storage location, as soon as it...
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: ...be considered a dog. The answer to a question is dependent on other pieces of information. For instance, if the answer is “No, he is a cartoon character,” then Snoopy is not a dog. This demonstrates the relative nature of information. • Meaning is dynamic. In the age of social media, new slang terms...
Summary: ...probabilities. The second reason is that the documentmatching algorithm itself within IDOL uses widespread “short-circuiting” and iterative calculation to ensure that it only performs exactly as much calculation as is required. In essence, the key conceptual information is already available before...
Summary: ...FRCP 37(f): What the Heck is Good Faith?. While the FRCP Amendments went a long way towards providing uniformity and addressing unanswered questions, they generated a few new questions and provided little guidance on how they should be answered by the courts. One such new question is the meaning of “good...
Summary: ...a big impact. Even ideas that seem counter-intuitive can make a surprising difference. The easiest and most effective way to get answers to your marketing questions is to let your customers decide what’s best. Luckily, the capabilities of the web are in your favor. Multivariable optimization allows...
Summary: ...proven speech analytics tools: keyword, phoneme and Boolean searches, grammar/lexicon parsing and natural language, but more than that, it pulls from sources including customers’ previous conversations (as well as live ones), CRM records, IVR, and text-based and Web interactions. It uses automatic hyperlinking...
Summary: ...may be questions that cannot be fully explored in the interviews, the ERM program team could be left with the risk of making assumptions. It is much better to organize workshops allowing stakeholders to provide answers to questions from those impacted by the change. Verification workshops provide a forum...
Summary: ...servers and components can be selected for restore. Each component can be restored to an earlier point in time. 10 HP Data Protector Granular Recovery Extensions for SharePoint Answering multiple help desk calls for accidental overwrites and deletions, as well as responding to legal inquiries for individual...
Summary: ...other regulations? – How long since the information was last accessed? – How is the information secured and who has access to it? Knowing the answers to these questions can help you decide how and where to store the information, how to govern it, and when and how it should be disposed. But this can...
Summary: ...browsers. Contact Centers/Customer Relationship Management In every contact center around the globe, the main focus is on giving the right answer - instantly. The time spent awaiting a reply, the number of people users need to talk to before they obtain an answer, and the actual relevance of the answers...
Summary: ...500 organizations, as well as OEMs partners, Autonomy software is playing a key part in their success. 1.2 Autonomy infrastructure technology Built upon a unique combination of powerful concept-matching algorithms, Autonomy delivers the Intelligent Data Operating Layer - IDOL, an intelligent infrastructure...
Summary: ...configurable, spanning source policies, calendar policies, archiving and routing policies, and corporate records management policies. For example all audio recordings for the senior management team are routed for long-term archive, while help desk calls are managed in local storage for 90 days and then...
Summary: ...the County’s website to support paperless, online job application submittal and secure routing of public and county employment applications filed from the municipality’s website to the appropriate hiring manager for review. Cardiff’s AutoMerge Publisher feature was used to support the need to submit...
This is a small selection of the Autonomy White Papers available, please visit our publications site at http://publications.autonomy.com/ for more information.
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