Harnessing Semantic Technology for Enhanced Business Intelligence and Customer Support
In an era where data exceeds 15 petabytes daily and 15 billion searches occur monthly, organizations struggle to leverage information effectively. Semantic technology addresses these challenges by providing deep, meaningful analysis to improve customer service, support communication, and enhance decision-making. By analyzing data correctly, businesses can achieve substantial returns on investment and improved operational efficiency. Embracing advanced tools like COGITO® allows organizations to explore rich semantic networks, enhancing understanding across diverse business functions, from compliance to R&D.
Harnessing Semantic Technology for Enhanced Business Intelligence and Customer Support
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Presentation Transcript
Semantic Technology for BusinessJ. Brooke AkerCEO Expert System USAprepared for Gilbane San Francisco Spring 2010
Why Use Semantic Technology Customer Service & Support Communication / PR / Reputation Worker Productivity Decision Support Support Sales R&D Sourcing & Procurement Governance & Compliance Financial Processes Other What organizations want IT to provide Source: AMR Research
Why such a high ROI? • 15 petabytes of new data each day • 15 billion searches / month – 1/3 don’t result in clicks • 2.3 hours per day spent in searching for information • BUT more data, properly analyzed, provides a clearer picture $1 $400
What does “Properly Analyzed” Mean Business Intelligence 1.0 ERP (Resources) EPM (Performance) ERM (Risk) Biz. Applications Layer Accounting & Compliance Operations PR & IR Planning & Analysts Innovation and R&D Executive Management Biz. Functions Layer Dashboards & Scorecards Query & Reporting Information Analysis Information Discovery Biz. Process Layer RSS Blogs SQL XML Data Mart Keyword Indexing Technology Layer 80% Text Information Volume 20% Data
What does “Properly Analyzed” Mean Business Intelligence 2.0 Advertising Insight (Placement) Voice of the Customer (Blog Sentiment) Situational Awareness (Intelligence) Biz. Applications Layer Accounting & Compliance Operations PR & IR Planning & Analysts Innovation and R&D Executive Management Biz. Functions Layer Dashboards & Scorecards Query & Reporting Information Analysis Information Discovery Biz. Process Layer Semantics RSS Blogs SQL XML Data Mart Keyword Indexing Technology Layer 80% Text Information Volume 20% Data
COGITO® : deep analysis What does “Properly Analyzed” Mean
The heart of semantic technology; Quality of results derived from the complexity and richness of the network. Includes all definitions of all words. Include relationships among all words. What is a Semantic Network? COGITO® English Semantic Network: - 350,000 words - 2.8m relationships
