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Improving Self-Care With Combination of Context and Natural Language Understanding

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The current crop of self-care tools are generally ineffective and in many cases drive mobile customers to call into a contact center, the opposite of what they’re supposed to deliver. Sure, customers can view bills, make changes to their services and browse for new packages, which is a great leap forward compared to 10 years ago, but this doesn’t address a very important area of self-care which is to provide support for the amazingly varied questions customers have about their wireless devices and services.

Even if we didn’t realize it, we have all been trained by Google that answers to any question are now just a few keystrokes away at the end of a search bar. We expect to enter a question using the words that pop into our heads at that instant, and then get a decent response in a few seconds.

Typically, when customers use a mobile app, a support section of a website or Google, and they type in a question they receive far too many suggested answers. Then the customer must wade through all of these answers to see which is the most relevant to their specific situation. For example, if I am having issues viewing a video on my smartphone, I really want to find answers related to the specific version of my device, my network, my operator, my services and any other parameters that may be relevant. This is the context that Wysdom uses to deliver the most targeted and relevant answers to customer questions.

Research confirms that current self-care tools are not answering the millions and millions of questions customers have about their products and services*. Communication service providers have an especially heavy burden answering their customer’s questions related to account and billing, network and device issues with the growing number of devices and subscribers.

Today, customers prefer self-care through mobile apps or web sites that are simple to use, convenient and provide the right level of interactivity. We all have busy lives and we want to get back to them, not spend hours on a phone waiting on hold to get support. And with the number of wireless connected devices expected to grow to 50 billion by 2020, this is going to become more and more important as we add connected devices and digital services in our lives.

At CrowdCare, we are passionate about helping to create the best self-care experiences on the planet with advanced customer care solutions. We have have rolled out our Wysdom cognitive self-care platform at Rogers Communications, a Tier 1 wireless provider in NA. By adding context to Natural Language Processing (NLP), when a customer asks a question using the Rogers Device Aid mobile app, powered by Wysdom, they get quick, effective and personalized answers to their questions. Thousands of data points from the device and other sources are considered to deliver the most relevant answer automatically, so 90% of customers self-serve without having to escalate to other customer care channels. Rogers has dramatically improved the way their customers get information and support for wireless products and services.

 

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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.