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North American Tier 1 Carrier Deflects Almost 50% of Support Calls with Contextual Search Powered by CrowdCare’s Wysdom Platform

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CrowdCare Corporation, provider of the world’s most advanced customer self-care solutions for connected devices, is pleased to announce that a Tier 1 Wireless Provider in North America has rolled out the Wysdom contextual self-care platform. By implementing Wysdom as part of their customer care app, the Tier 1 provider is getting quick, effective and personalized answers to customers’ questions on account, billing and device related issues; and diverting nearly 50% of support calls from customers on their wireless products and services.

Research shows that current self-care tools are not answering customers’ care and support questions. Customers prefer self care through mobile apps or web sites that are simple to use, convenient and provide the right level of interactivity. With the number of wireless connected devices expected to grow to 50 billion by 2020, contextual search-based self care is the only viable solution to keep up with the growth. The Wysdom platform is the customer care platform that can scale with the Internet of Things (IoT) by using context to personalize answers and support virtually any piece of hardware.

By adding context to the latest in natural language processing (NLP) technologies, the Wysdom platform delivers the right answers to customers’ natural language questions. Thousands of data points from billing, the network and the devices are reviewed to deliver the most relevant and qualified answer. This improves the care experience, increases customer satisfaction and Net Promoter Score (NPS), and reduces the strain on their customer care teams and lowers support costs.

“Customer care will never be the same for connected devices”, says Ian Collins, CEO and Co-Founder of CrowdCare. “Wysdom is the only contextual search platform that learns from real customer questions and gets smarter every day. We couldn’t be happier to help this Tier 1 carrier drive customer self care to the next level.”
*Overcoming Obstacles to Digital Customer Care | McKinsey & Company

 

About CrowdCare

CrowdCare is a fast growing technology company committed to creating the best customer self-care experiences on the planet. By providing the world’s most advanced care and support solutions for connected devices, CrowdCare helps mobile carriers and IoT providers increase customer satisfaction and lower their service costs. Wysdom software provides cognitive self care by adding context to the the power of Natural Language Processing to deliver instant actionable answers, specifically relevant to each user.

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Artiom Kreimer

VP, Product & Analytics

Artiom has spent 10 years in software and mobile engineering, specializing in quality assurance and customer service. He has worked in testing and QA at both startups and in enterprises such as Clickfree, TELUS, and Freescale Semiconductor.

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 

 

Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.

 

Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 

 

Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

Jeff Brunet​

President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 

 

His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 

 

Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 

 

Ian invests, mentors, and sits on the boards of several startups in the Toronto area.