AlexandraLiguori_CogniCor_Talk_UPC

INTELLIGENT DATA ANALYSIS APPLICATIONS IN BUSINESS

“Transforming your complaints resolution into your competitive advantage”


Dr. Alexandra M. Liguori

UB – UPC January 22, 2014


● Presentation of CogniCor Technologies

● Why complaint resolution?

● Automation of complaint resolution

● Example of AI used at CogniCor for complaint resolution: a business case with NLP

● Conclusions and Outlook

Outline


● Leading provider of automated complaint resolution service, offering the world's first complete automated complaint resolution system

● Spin-off from Institut d'Investigació en Intelligència Artificial

● Winner of 2012 Most Innovative European Startup Award

● Winner Early Stage Company prize at Americas Venture Capital Conference

● Winner Of Wayra Barcelona

CogniCor Technologies

NTELLIGENT DATA ANALYSIS APPLICATIONS IN BUSINESSInternational, interdisciplinary team of:

● Computer Engineers

● AI Experts

● Physicists


NTELLIGENT DATA ANALYSIS APPLICATIONS IN BUSINESSMathematical Physicist working at

CogniCor as NLP Research Engineer since October 2013


Why complaint resolution?TELLIGENT DATA ANALYSIS APPLICATINS IN BUSINESS

Why complaint resolution?

● Complaint resolution systems areoften cumbersome and unsatisfactory

● If complaint resolution is easier, we get a twofold gain:

1. customers can complain more even for smaller problems and get good/better resolutions → situation is more fair for customers

2. customers would be more satisfied with providers/services → even providers would have a net gain


● Huge and archaic domain: only solution so far is, if there are more complaints, just add more people to resolve them

● High costs


HUMAN:● 1 complaint every 5 mins● 12 complaints per hour● 8-hour working day: ~100 complaints a day

Why automate complaint resolution?

Understanding and resolution of complaint becomes biased and imprecise

MACHINE:● Understands and resolves complaints in an

unbiased and precise way

EARLIER:

● Go to travel agency

● Go to bookstore

● Call hotel or go to travel agency


NOW:

● Book online

● Buy online

● Book online

UNTIL NOW:

● Call customer service

● Long and costly wait


WITH COGNICOR'S SERVICE:

● Type and send complaint online

● Quick, easy and cheap

Main steps:

1. Understand complaint

2. Apply resolution (policies)

Natural Language Processing

Big Data Analysis

Machine Learning

Learning Systems

Pattern Recognition Information

Extraction

OntologyCreation

AI for automated complaint resolution

Example for step 1: using pattern recognition

and simple NLP techniques to understand complaints

Automated complaint resolution and Natural Language Processing

Why complaint resolution?TELLIGENT DATA ANALYSIS

APPLICATIONS IN BUSINESS

1.Buenas tardes llevo sin telefono fijo desde el 26 agosto y he hecho varias reclamaciones y no me han arreglado nada y no se han puesto en contacto conmigo para explicarme el tema y me estoy pensando darme de baja por vuestro servicio

2.Hace dos días nos dejaron sin internet.

3.En la ultima factura me habéis pasado de fibra de *** a fibra de *** sin que yo lo solicite ni lo quiera y me habeis cobrado aproximadamente 13€ mas

4.me disteis de baja en el servicio de mantenimiento sin yo pedirlo por lo que en la ultima factura me habeis cobrado la visita del tecnico no estoy de acuerdo

Example from Telecommunication sector

Why complat resolution?TELLIGENT DATA ANALYSIS

APPLICATIONS IN BUSINESS

1.Nuevamente se me factura el producto ***, que como en la reclamación del mes pasado, fue dado de baja en el mes de junio.

2.De la factura de 16 de agosto y 16 de julio me abonan 29,90€ que no se a qué corresponde. El abono tendría que ser 69,8€ pues es un servicio que se dio de baja en marzo y no se ha ado de nuevo de alta

3.he pagado todas las facturas de telefono y no me devuelven la linea ya he puesto varias quejas si esto sigue asi me dare de baja y me ire

4.deseo darme de baja de *** ya que me ofrecieron a primero de mes una bajada de la cuota en la factura ( casi la mitad ) hasta septiembre


De la factura de 16 de agosto y 16 de julio me abonan 29,90€ que no se a qué corresponde. El abono tendría que ser 69,8€ pues es un servicio que se dio de baja en marzo y no se ha dado de nuevo de alta

SEED = main keyword Date Amount of money

Service or productVP indicating cancellation VP indicating alternative or mistake


SINBla Bla Bla Bla Bla Bla… …

FACTURABla Bla Bla Bla Bla Bla… …

Level 1: coarse-grained distinction

SINBla Bla Bla Bla Bla Bla

Llevar

Dejar

Estar

Seguir

Internet

Teléfono

Línea

…

SINBla Bla Bla Bla Bla Bla

Comprobación

Información

Pedir

Solicitar

… … … …

… … … …

Level 2: finer distinction

Bla Bla Bla

FACTURA Bla Bla Bla Bla Bla Bla…

Fue dado

Se dio

He dado

He realizado

FACTURABla Bla Bla …

BAJA …

… BAJA

Queremos dar

Quiero dar(me)

Quisiera dar(me)

Deseo dar(me)

(Me) daré

(Me) daría

… …

… …

Level 3: even finer distinction

Conclusions and OutlookWork at CogniCor

● Define rules

● Prioritize and apply rules in certain order

● Implement algorithms with rules

● Step 2: provide resolution

For further insight in work at CogniCor or if you have cool ideas, join us for an internship!

Conclusions and Outlook

● Automated negotiation

● Smarter agreements

Resolve complaints

Resolve negotiation issues: enable parties to find smarter

agreements

Conclusions and Outlook

Conclusions and OutlookContact

Dr. Sindhu JosephFounder and CEOCogniCor Technologies

[email protected]

CogniCor TechnologiesParc Tecnologic Nord,C/Marie Curie 8-14, 08042 Barcelona, Spain

+34 661259759

Dr. Alexandra M. LiguoriNLP Research EngineerCogniCor Technologies

[email protected]

AlexandraLiguori_CogniCor_Talk_UPC

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