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: ...US National Parks Service Case Study. The pattern-matching algorithms that power IDOL’s concept-based search allow users to enter full-sentence queries or ask questions in plain language and get relevant results that simply isn’t possible with keyword search engines. For example, when a user enters...
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: ...ever, it’s important to efficiently and accurately prioritize and route the thousands of organizational messages, e-mails, and news feeds to the immediate attention of those responsible for planning or action,” says Masters. “The ability to conduct rapid and thorough searches of message archives...
Summary: ...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 supporting paper-based attachments with an online application. As soon as an employment application is complete,...
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: ...is submitted to the transportation company. The company then tallies up all the Cityride claims and submits to the DOT an invoice along with all the trip forms and waybills as supporting documentation. Approximately 40,000 trip forms are submitted each month. For the DOT, the problem was verification....
Summary: ...find your document, read and understand it, and then get back to you. With the new EDRMS, we will pull it up on a screen in seconds and answer your question immediately – a much shorter response time." The system will also help APA Corporation meet strict records-management standards, including requirements...
Summary: ...The solution also delivers a number of measurable cost savings to Cardif Pinnacle that include: • Eliminating the cost of manually routing incoming mailroom post to claim floors • Reducing the cost of manual data entry on claim form processing by over 80% • Minimising the cost of storing paper at...
Summary: ...many people in the specifcation of improvements,” says Rousseau. As part of its planned upgrade to the newest version of TeamSite, EUROCONTROL will enable outside contractors to access the system remotely and apply the same corporate look and feel to pages they have developed independently. Using MediaBin...
Summary: ...and contextual understanding of all the data in the system, whatever format it is in and wherever it is held. In conjunction with HOLMES 2, IDOL can access information from various underlying police content repositories, such as Exchange, FileSystem, HTTP and Oracle, and automatically collate all the...
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...
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: ...identifies the patterns that naturally occur in text to give agents information in context to the question being asked, delivering the most relevant content for the conversation at hand. Related material is also provided so agents are prepared to answer additional questions on the same subject. In addition...
Summary: ...securely take action on a business process, including annotating notes using voice-based instructions and interpreting natural spoken language instructions and queries, all over the phone. Expertise Recommendations Autonomy links the people who need information to the people who know the answers. Unlike...
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: ...Ranking Intent-based ranking uses sophisticated algorithms to determine a visitor’s intent when they are searching on a site and deliver meaningful results based on the individual’s profle and other contextual factors. Content is ranked by the specifc purpose, query, and profle of the visitor versus...
Summary: ...relevant information as users work through an unobtrusive toolbar or client. Features Implicit Query IDOL Enterprise Desktop Search uses implicit Query (IQ) to form an understanding of the information on a user's screen, and proactively link users to related information on their secure corporate network,...
Summary: ...all aspects of the matching process directly within the application: • Barcodes with trade and document identifiers are attached to all confirmations in order to automatically match incoming documents against existing trades. • A powerful search engine can precision query unmatched trades on almost...
Summary: ...eDiscovery costs routinely total millions of dollars long before cases go to trial. Companies deploying next-generation Early Case Assessment (ECA) software are able to rapidly locate, access and analyze relevant data to answer the question “Is there a case?” The Challenges of Legacy Case Assessment...
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: ...discerns and clusters relevant concepts within the data to suggest investigative paths, map potential unnamed custodians, and reveal communication patterns as part of processing any standard query. Query Journey SPV delineates the logical path that the search engine took to arrive at a given set of results....
Summary: ...As accounting professionals become a more mobile workforce, many spend most their time at client sites or in transit. With Interwoven, firms can give professionals the tools to be as productive from home or a client’s office as at their desks. Using Interwoven’s unique offline capabilities, workers...
Summary: ...many spend most their time at client sites or in transit. With Interwoven, firms can give professionals 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,...
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: ...Autonomy Document Management Server Technical Brief. Each result can then be used to generate automatic hyperlinks between related content. • Query By Example Users can submit sample data as input and the system returns references to conceptually related documents. • Refine By Example Based on the...
Summary: ...lasting damage to corporate brand equity that can result from litigation Autonomy EAS Investigator Autonomy’s advanced analytics enables researchers to rapidly search across terabytes of data using the most advanced concept search technology to answer the question, “Is there a case?” Being able...
Summary: ...Autonomy PiB 4.3 08/03. The Retrieval Portlet submits the natural language query to one or more databases that have been set up, in order to find documents that are related to your query. The concept of the query is analyzed and documents that are relevant to this concept are returned to the user. • Legacy...
Summary: ...as long as the amounts for each language are sufficient to build its understanding. The choice of language does not compromise the accuracy of the concepts extracted by IDOL server. The underlying algorithm is the same regardless of the language used. While Autonomy's technology is language independent,...
Summary: ...IDOL 7 Server Technical Brief. Competing standards, varied and numerous sub-systems and differing policies all vie with each other in an environment marked by heterogeneous networks and underlying hardware. Providing security at isolated points within this complex environment does not answer the challenge....
Summary: ...Unlike other techniques, the Autonomy security model is never out-of-date as the transitional signaling mechanism within the connector layer informs IDOL in real-time of any updates or changes to permissions within the underlying content. The connector includes features to ensure that when a user performs...
Summary: ...Service Handler test functionality • Common Code Base • Call back definitions • Schedule jobs independently of each other • Batch Processing • Configurable multiple database polling • Synchronized security to allow accurate reflection of entitlements • Save/Delete fetched files after index...
Summary: ...retrieve them by sending queries to the IDOL server. OpenText LiveLink stores documents on one server and the metadata for these documents on a separate Standard Query Language (SQL) server.
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Summary: ...DOCSFusion Server stored documents • Configurable filtering of DOCSFusion Server content • HTML rendering of various data formats • Import parameters compatible with any other Autonomy indexing process • Configurable multiple database polling • Import module built-in (see Import Module Technical...
Summary: ...filtering of FTP Server content • HTML rendering of various data formats • Import parameters compatible with any other Autonomy indexing process • Configurable multiple database polling • Import module built-in (see Import Module Technical Brief) • FTP Fetch behaves as a standard Autonomy Service...
Summary: ...Autonomy Notes Fetch Technical Brief 0605. Technical Brief Autonomy Connectors - Notes Fetch Features • Configurable multiple database polling • Configurable Notes Views/ Forms for data extraction • Filtering of content based on file extensions and dates • Extraction of e-mail from Note database...
Summary: ...File System Fetch File System Fetch analyzes file systems on local or networked machines (including Novell, NT, UNIX file systems and Samba mounted servers) for new documents to aggregate into the Autonomy IDOL server™. It keeps the IDOL server’s view of the file system in sync so that files deleted...
This is a small selection of the Autonomy Technical Briefs available, please visit our publications site at http://publications.autonomy.com/ for more information.
Summary: ...system. Operational Modes Qfiniti Assist can run in maximized Console mode (Figure 3), or in minimized Desktop mode (Figure 4) reducing the amount of screen size used. In Desktop mode, Assist shows the Document Pr-e views for each of the resulting documents that are returned via the user query. Conclusion...
Summary: ...terms that correspond to specific concepts. By studying the preponderance of one pattern over another, Autonomy’s technology understands that there is X% probability that the content in question deals with a specific subject. In this way, Autonomy extracts the content’s digital essence, encodes the...
Summary: ...self-service solution needs to be driven by a highly intelligent natural language search engine to successfully interpret customer requirements— able to know that a customer “wanting to buy a house in France” is looking for a “European mortgage.” A natural language processing (NLP) search engine...
Summary: ...the use of UTF-8) and to the underlying algorithm itself (in the case of Autonomy, intrinsically language independent). Above and beyond these mechanical requirements, however, IDOL's ability to conceptually understand information rather than be forced to doggedly consume information on a keyword basis...
Summary: ...and support staff to improve responsiveness, enabling them to respond to enquiries as soon as they come in and stay up-to-date on critical issues. All of this adds up to better client service, greater effi ciency and better client retention as a result. Communicate securely Law fi rms naturally demand...
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: ...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: ...in any language and any format, wherever it is stored. Search options include: Conceptual Search, Natural Language Retrieval, Query By Example, Refine By Example and Cross-Language Search. The technology retrieves and returns references to conceptually related information and results are presented with...
Summary: ...all forms are stored in a central repos-i tory, thus saving the cost of printing and distributing. Employees fill out and submit the forms from their des-k tops and track the signoff process in real time.
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Summary: ...access than newer users). Answering this question enabled a telecommunications firm to implement a new navigation structure based on the customer’s specific goals and objectives. Doing so has allowed the enterprise to decommission a natural language search engine. A brokerage plans to soon deliver different...
Summary: ...Search for the Enterprise Autonomy’s IDOL fully supports all legacy technologies, including keyword, Boolean, Natural Language Processing (NLP), and parametric retrieval, as well as unique, market-leading conceptual search. IDOL forms an understanding of the content of any given page and makes contextual...
Summary: ...Three Simple Steps to Decide Between a Hosted and Licensed Content Archiving Solution. Step #1 – Be Clear on the Subtle Differences between Hosted and Licensed Content Archiving Solutions Given the similarities between a hosted and licensed content archiving solution, the question on top of many organizations’...
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