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: ...process various forms, in some cases by a period of weeks. We have also integrated it with our document management system, enabling us to eliminate the piles of paper that used to clutter the desks of so many of our employees.” —Rod Getsy, Napa County Napa County Napa Valley is home to more than its...
Summary: ...classifies and routes large volumes of new information in real time. “There are a number of messages, for example, that get addressed to the top level of a large organization such as the Pentagon,” says Masters. “With IDOL K2, we can make sure the message is delivered to the desk of the employee...
Summary: ...order forms are then routed in LiquidOffice to the appropriate department for further processing. After the order is approved, the application person signs off and submits the form, which LiquidOffice routes to the customer care queue. After the customer care representative verifies shipping costs and...
Summary: ...order forms are then routed in LiquidOffice to the appropriate department for further processing. After the order is approved, the application person signs off and submits the form, which LiquidOffice routes to the customer care queue. After the customer care representative verifies shipping costs and...
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: ...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: ...the track and trace number on a web based enquiry application. This system allows An Post to email or fax the relevant signature image to the customer. “Since we’ve installed that system we’ve enhanced the service. For example you can now track the item on our web site yourself and submit a retrieval...
Summary: ...company increase its profitability and competitive edge through better analytic data management, or to request an evaluation copy, please visit www.vertica.com. The Vertica Database Advantage for SaaS and ISVs More-differentiated solutions Store more data, answer questions faster, provide realtime views...
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: ...a travel expense form that is pre-populated with that user’s information, fill in the additional information, attach the scanned receipts and route for approval. The electronic submission of the form not only speeds up the approval, but also allows the individual and the finance department to track...
Summary: ...cs_slaughtermay_20071204 “People in our frm spend much of their working time away from their desks,” explains Martin. “Partners and fee earners were used to being able to clear their in-boxes between meetings or during their commute so they wouldn’t arrive at their desk with a backlog of fling...
Summary: ...CPS Energy Case Study. Instead of routing paper invoices manually for signatures and approvals, using Kofax and BCS software applications, incoming invoices are now scanned, stored in WorkSite, routed and approved online through a fully integrated SAP workflow, then stored in an invoice library for easy...
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: ...IDOL Answer Autonomy’s Natural Language Processing (NLP) 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 or answers from a database of...
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: ...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: ...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: ...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: ...and tag unstructured content, or organize and migrate structured data within legacy databases or data warehouses. Now, however, organizations are realizing that structuring information using excessive manpower and costly infrastructures is not the answer. The answer to leveraging information to its highest...
Summary: ...getting ahead in the competitive media marketplace. Using patented audio analysis technology, Broadcast Monitoring offers real-time transcriptions and translations of all content to give instant visibility of the knowledge base and leverage content across the organization. Whatever and wherever the story,...
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: ...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: ...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...
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: ...Is Snoopy a dog?” does not have a simple answer, as there are many ways to define Snoopy. You must take into account why he would or would not be considered a dog. The answer to a question like “Is Snoopy a dog?” is also dependant on other pieces of information. For instance, if the answer was “No,...
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: ...provides the best of both worlds, automatically retrieving the most accurate results using its conceptual understanding of content and also offering the flexibility to modify the relevancy algorithm, if needed.
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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: ...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: ...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...
Summary: ...graph construction and traversal, complex aggregation and summarization, natural language processing, machine learning and other analyses – that SQL handles poorly. Hadoop uses a Java API and has support for various programming languages that can express the Map and Reduce stages of an algorithm. Hadoop...
Summary: ...times before arriving at an answer. Because there are so many criteria involved in this seemingly innocuous question, a relational database would have no hope of finding the answer without some physical optimizations beforehand, especially indexes on the most relevant attributes and aggregations to prevent...
Summary: ...cluster based on a partitioning key. If the INSERT rate grows, more nodes can be added to cope with the increase. A fair question to ask is whether this approach would mean that the answers to queries would be stale. The answer is no . the Vertica query evaluator searches both places (the WOS and the...
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: ...by the limitations of linguistic or rules-based models. Distinct concepts, ideas and behaviors are exposed within any data set on the basis of mathematically derived coherence and not rigid conformity to predefined structures or characteristics. This enables the technology to recognize the potential threat...
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...
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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