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CrowdCare Now Delivering Enterprise Search As Service

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February 18, 2016 (Toronto, ON) – Crowdcare Corporation, provider of Enterprise Search as a Turnkey Service for carriers and IoT service providers, is pleased to announce the Wysdom solution now automatically answers more than half of all customer questions. After more than a year of system training using analytics to identify the most common customer questions, a team of dedicated knowledge specialists have been able to get the system to answer more than 50% of all inbound customer natural language questions.

With the top 30,000 questions already understood by the Wysdom solution, customers can quickly get answers to their natural language queries. Customers do not have to do an extensive search through other resources or call into a contact center to get these questions answered about the devices and services they use. With 85% of customers preferring to use self-care powered by Wysdom over contacting a live rep, customer support costs are lowered and net promoter scores (NPS) increased for carriers and IoT service providers.

Wysdom was designed to be the support layer for the Internet of Things (IoT), supporting virtually any piece of connected hardware through a combination of better search technology and a full turnkey knowledge service that continuously feeds the knowledgebase on behalf of our customers. The goal of providing personalized answers for the billions of questions customers have about their devices and services can clearly be achieved with this unique combination of technology and service.

“We set out to build a great new piece of search technology, combining NLP with context, to answer to the IoT customer support challenge”, says Ian Collins, CEO and Co-Founder of CrowdCare. “What we found was that the technology combined with a full turnkey knowledge management process was far more powerful than imagined. By connecting the actual stream of customer questions and behavior directly with a team of knowledge specialists, we were able to deliver results far beyond expectations.”

On the search front, the Wysdom solution combines the latest in natural language processing (NLP) technologies with massive amounts of data used as context from billing, accounts, the network and the devices. The analytics-driven knowledge management process is a perfect compliment and is enabled by this technology. The dedicated Wysdom knowledge team uses the stream of inbound customer behavior to continuously improve the knowledge on behalf of customers.

The multi-lingual Wysdom solution is a full-turn key service for carriers and service providers. Seamless support is provided across all customer care channels including mobile apps, websites, social media and retail locations. The automated centralized IoT knowledgebase uses real customer questions to get smarter everyday and links with other tools to move across multiple touchpoints and gain real time customer insights.

CrowdCare will be at Mobile World Congress next week in Barcelona at Hall 7 Stand 7K50 to meet with forward-looking carriers and service providers and discuss transforming their customer care initiatives with the Wysdom solution.

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. The Wysdom solution is a turnkey Enterprise Search as a Service solution that combines better search technology with a full knowledge management service.

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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.