TM Forum Live should be a great Catalyst for innovation
Next week at TM Forum Live in Nice, France (May 15-18) Amdocs, along with our partners BearingPoint, Bell Canada, Beyond Verbal, CallVU, ESRI, Microsoft, NTT, Orange, and Symantec, will be showcasing two proof-of-concept Catalyst projects:
Sentimental Applications and Humanization of technology, championed by Bell Canada. Partners include Beyond Verbal, CallVU and Microsoft.
Connected Citizen showcasing “Life in a Green, Clean, Smart City.” This project is led by Orange and NTT Group and has partners including BearingPoint, ESRI, and Symantec.
Cognitive intelligence at its best
Bell Canada is championing a project to demonstrate how cognitive intelligence can help a communication service provider (CSP) better understand its customers in real-time. The Catalyst demonstrates how CSPs can integrate customer data, add an intent-based layer that dynamically interprets data, and incorporate the data with real-time user sentiment analysis. This will facilitate CSPs building better relationships with their customers in real-time, as they analyze and react to the customers far more accurately and far faster – delivering true proactive care that provides the customer with next best action or offers.
Furthermore, the Catalyst will enable new engagement modes for improved resolution rates, from chatbots and call center interaction, including automated topic detection, categorization and visual interactive voice responses (IVRs) that is included in a support platform guiding inbound callers, to a web-based support experience – personalizing the support journey for customers.
Amdocs is managing the Catalyst and is facilitating the integration between partners while providing the telecoms-specific intent-based layer, knowledge, and expertise. The work will demonstrate several human engagement models, involving cognitive intelligence, which service providers can take advantage of to personalize customer support based on the real-time sentiment of the user interacting with the system.
Amdocs’ involvement also includes a combination of synonym, semantic and sentiment (S3) analysis which is key to ...Read More