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: ...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: ...and submit a retrieval request via the web site so you don’t even have to contact 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....
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: ...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: ...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: ...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: ...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: ...content updates; changes or additions, no matter how small, required the intervention of an outside agency. This approach often led to inconsistencies and entry errors and introduced unnecessary lag time between a change and its actual upload to the web. The company decided to implement a more effective...
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: ...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: ...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: ...conversation at hand. Related material is also provided so agents are prepared to answer additional questions on the same subject. In addition to automated voice processing, Qfiniti Assist offers full natural language retrieval functionality. When an agent types in a query or searches for information,...
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: ...trades n Minimizing operational risk by integrating front and back offce systems; Scrittura allows users to send messages to ICE for trade submission, cancellation and disputes, and automatically routes trades to an automated eConfrm workflow, based on counter-party and product group criteria Scrittura...
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: ...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: ...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: ...ing 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...
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: ...satisfaction. Interaction Analysis Dashboard Voice and Screen Recording Real-time Knowledge Assistance Contact center agents juggle multiple calls on a wide range of customer inquiries, requiring them to depend on an enterprise knowledgebase to resolve problems. Autonomy offers automatic and real-time...
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: ...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: ...the query has even started, and once it does begin, it feeds directly from the statistical core to load the information. The uniqueness of the query then forces the only truly complex step, a oneoff calculation in which combination algorithms arrive at the most relevant set of documents to the query....
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: ...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: ...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: ...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: ...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: ...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: ...IDOL Enterprise Desktop Search White Paper. Autonomy software identifies the patterns that naturally occur in text, based on the usage and frequency of words or terms that correspond to specific ideas or concepts. In this way, Autonomy is able to extract the information’s digital essence and encode...
Summary: ...of accuracy and sophistication, using a scalable technology that recognizes concepts. This unique Autonomy differentiator provides powerful retrieval features, including natural language, conceptual search, refine by example, crosslanguage search and query by example. Autonomy also supports legacy retrieval...
Summary: ...authentications. A common problem associated with desktop search technologies is that they deliver security on the desktop itself, offering lock downs for specific desktops. As soon as peer-to-peer search is implemented, massive security breaches are exposed. To counter these risks, enterprises must provide...
Summary: ...their evolution, giving users a real-time snapshot of a news by day, topic, and level of interest. Journalists can immediately spot breaking news as soon as they appear and track a news story from its birth until it’s no longer popular. Alerting Journalists to Breaking Stories Autonomy allows users...
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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