MACHINE LEARNING: KNOWLEDGE FOR THE MASSES · THE DATA-DRIVEN JOURNEY KCS Robust knowledge capture...
Transcript of MACHINE LEARNING: KNOWLEDGE FOR THE MASSES · THE DATA-DRIVEN JOURNEY KCS Robust knowledge capture...
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, MACHINE LEARNING: KNOWLEDGE FOR THE MASSES Matt Seaman
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Knowledge Centered Service
Dynamic Content in the Customer’s Workflow
Predictive Customer Service
OF CUSTOMER INTERACTIONS ARE INITIATED BY SUPPORT 80
2020 Vision
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ENABLERS
IoT Connected
products / software
KCS Knowledge
captured / relevant
Machine Learning
Augmenting Humans
connecting people to contextual information at massive scale
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THE FOUNDATION: KCS
600+ knowledge workers
18% new issue rate
42 knowledge domain experts
129,000 public articles
211,000 total articles
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Questions
Online
Knowledge Centered Service
Dynamic Content in the Customer’s Workflow
2011 2016
155,000
108,000
107,000
615,000
10 % 469 %
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0.9 % deflection in Case Logger
“Search” technology does not work well
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Dylan A neural network that learns patterns of words and assigns vectors
6 Years of Case Descriptions
Natural language
Engineers’ Associations with Articles
Customer description PTC Knowledge Article
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Dylan
“Please help poor performance” Bing Translator into Klingon
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33% deflection w/Dylan
0.9 % Deflection pre/Dylan
45,000 Cases resolved
30% Cases reduction
November 2016 October 2018
35% Dylan accuracy rate
Dylan
$Millionsinsavings
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Predictive Customer Service
OF CUSTOMER INTERACTIONS ARE INITIATED BY SUPPORT 80
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Paid service
always-onmonitoringsmart&connectedsystems
Proactive Monitoring
manualuploadonsupportwebsiteOn – Demand System Scan
Part of standard support
PREDICTIVE CUSTOMER SERVICE
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Listen at IoT scale
Rules Data Processing
KCS Methodology (modified) • High Risk • Follows KCS process • Heavy review / inspection • Limited publishers
Creation of Rules • Hardcoded rules • Machine run but not self learning
Customer Value • Tailored, specific, impactful recommendations
PREDICTIVE CUSTOMER SERVICE
SOLUTION SENT
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THE DATA-DRIVEN JOURNEY
KCS Robust knowledge capture is the required baseline
IoT Listening to People, Software, & Machines provides a new input
Processing data at massive scale provides complete new value streams
Machine Learning
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