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Xerox Innovations in Big Data Analytics for Transforming Service Business

Xerox Innovations in Big Data Analytics for Transforming Service Business. Dr. Tong Sun Director, Scalable Data Analytics Research Lab June 2014. “Big Data ” In Perspective. The Promise of Big Data. Recent Technology Advancements. The advent of cloud computing and reduced storage costs

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Xerox Innovations in Big Data Analytics for Transforming Service Business

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  1. Xerox Innovations in Big Data Analytics for Transforming Service Business Dr. Tong Sun Director, Scalable Data Analytics Research Lab June 2014

  2. “Big Data” In Perspective

  3. The Promise of Big Data

  4. Recent Technology Advancements • The advent of cloud computing and reduced storage costs • Infrastructure utilization increased dramatically • Low TCO and rapid analytic iterations • The advent of commodity-based processing in a distributed clustering paradigm • Hadoop, MapReduce, NoSQL. (Cloudera, HortonWorks,etc.) • Massive Parallel Processing (MPP) (Teradata, Greenplum, etc.) • Columnar (ParAccel, Vertica, Sybase) • Hardware appliances (Netezza, Oracle Exadata, etc.)

  5. Traditional Business Analytics • Data Warehouse Centric Model • Heavy-weight process • Support routine decisions (repeatable & well known) • Query-based analytics Reporting, Dashboarding Data Transformation • Schema Design: • Relational • Multi-dimensional

  6. Big Data Analytics • Exponential growth of multi-modal data • Ad-hoc Data exploration & discovery Data Transformation • Schema Design: • Relational • Multi-dimensional Reporting, Dashboarding

  7. Big Data Needs A Big Change

  8. Introduction to Xerox R&D Capabilities Xerox Research Centre of Canada Mississauga, Ontario, Canada Xerox Research Centre Europe Grenoble, France Palo Alto Research Center, Inc Palo Alto, California, USA Xerox Research Center Webster Webster, NY, USA Xerox Research Center India Bangalore, India Fuji Xerox Japan

  9. Innovation touching all parts of the Xerox Services business… … examples Education: Ignite – Educator Support System Transportation: License Plate recognition for Tolling Occupancy Detection Red Light Enforcement Uninsured Motorist Identification Healthcare: Remote vital signs sensing Disease screening via video 2nd Gen Telemedicine Mobile Document Imaging and Workflow Mobile Capture & Automation Mobile Scan and inputs to workflow Augmented Paper documents Mobile Validation of Documents Customer Care: Social Engagement, Management & Analysis Social Influence & dynamic diffusion model SEMA / Empath integration with WDS Scalable multi -lingual platform Retail: Video Analytics for store operations Drive through merge, External and Internal Total Experience Time Store shelf compliance & inventory Retail “street view” Xerox Confidential

  10. Big Cities + Big Data People Infrastructure Environment Relationships, location, Economic communications activities, health, nutrition, opinions, … Meteorology, pollution, noise, flora, fauna Condition, operations Xerox Confidential

  11. Make Information Meaningful : Optimize Transportation networks • Real-time data analysis enables traffic safety, driver satisfaction, infrastructure optimization and greener cities. 12

  12. Unique Analytics ApproachLeveraging Social Data for Business Advantage Social Media Channels Topical Sentiment & Trending Listen: Big Data Social Influence & Dynamic Diffusion Model User Location Prediction CRM Engage: Social Analytics Call Transcripts Web Transactions Community Recommendation Conversation Analysis Twitter Stream FourSquare Intelligent Engagement Workflows Measure: Optimized Operations • Xerox Differentiation • Our Unique Data • Fused with Publicly Available Data Xerox Differentiation: Proprietary Analytics Models for Social Analytics Social Engagement Effectiveness Xerox Differentiation: Proprietary integrated tools. Best Practices in operational metrics Influencer Campaign Efficiency Total: 30+Patent Applications (Year 2012-14)

  13. Our Differentiations in Transforming Customer Care Operations After Enabling Automation with SEMA Integration • Better Accuracy & deeper analytics • More issues spotted Listening • Matching expertise to issues • Reduces agent’s downtime Routing • Engaging through multiple social media channels • Efficient channel Tracking Engage • Automated tracking of agent’s effectiveness • Effective issue status tracking Measure

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