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CrowdCare to Deploy AI Virtual Agent in Facebook Messenger for Tier-One North American Carrier

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CrowdCare is set to turn on Wysdom in Facebook Messenger for a tier-one North American communications and media giant. The AI virtual agent can provide quick, accurate responses to more than 100,000 actual subscriber questions.

Toronto, ON – April 17, 2017 – CrowdCare Corporation, provider of the world’s most advanced cognitive digital care solution for the enterprise, proudly announces that a tier-one North American carrier is ready to turn on Wysdom in Facebook Messenger to provide automated answers to subscriber questions. The communications and media giant is committed to using Wysdom as a single engine that quickly delivers the right answers and ensures consistency across all digital channels. Powered by artificial intelligence, the AI virtual agent has been deployed by the carrier in other digital channels for several years and has learned the answers to more than 100,000 actual subscriber questions. This deployment will continue to train the single Wysdom database, learning from customer conversations in Facebook Messenger and applying that knowledge across any current or future digital care channel.

“According to our customers, subscribers are turning to Facebook Messenger as a preferred way to reach out when they have questions, need support or want to purchase additional products and services,” said Ian Collins, co-founder and CEO of CrowdCare. “Facebook is arguably the most popular social media platform in North America, so it is vital that carriers ensure a high level of service through Messenger as it continues to skyrocket in popularity as a customer care channel. Wysdom can be quickly launched into new digital channels to delight subscribers and create customer care efficiencies.”

Wysdom is trained using natural language processing and machine learning so carriers can continue to better understand their customers. By adding context as it reviews thousands of data points, it provides a personalized and accurate response instead of a list of potential answers for subscribers to review. As a result, consumers can confidently reach out at any time using any device and there is often no need to contact a live agent for help.

“After training Wysdom for many years, it has an incredible capability to determine exactly what a customer wants and needs. It is without doubt the market’s most mature and comprehensive Facebook virtual agent released for the enterprise to date,” adds Collins. “Wysdom can provide the best subscriber experience right out of the gate for all current and future digital channels, including social as carriers pursue new avenues for customer care.”

Recognizing the importance of Facebook both as a channel and AI partner, CrowdCare is pleased to be attending F8, Facebook’s annual global developer conference. F8 takes place April 18-19, 2017 at the McEnery Convention Center in San Jose, California. Attendees interested in meeting with CrowdCare are invited to contact the company at crowdcare.com.

 

About CrowdCare

CrowdCare offers the world’s most mature multi-channel enterprise digital care solution to deliver fast, effective and personalized answers to customer questions. Telecommunications companies around the world rely on CrowdCare’s Wysdom solution to deliver exceptional automated answers to their customers while increasing satisfaction and loyalty and reducing customer care expenses. With millions of actual customer questions analyzed over many years, Wysdom is the most effective enterprise digital care solution in the market today.

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Data Scientist

As a Data Scientist, your day-to-day will involve writing queries, building dashboards, and preparing analytical reports about product performance for our clients and the Wysdom.AI team.  You will work with SQL, Tableau, and Python and ML Frameworks/libraries (among other tools) to create stunning visuals showing how Wysdom.AI is making their customers’ experience even better.

Implementation Engineer

As an Implementation Engineer you will be responsible for the solution integration of an enterprise grade conversational AI experience from a technical perspective. You will work closely with the lead solutions architect and be the technical face of the implementation team and lead the customer through the entire implementation cycle. You will work with one of the most diverse teams of linguists, data scientists, and innovators to deliver the best AI enabled customer experience.

Solution Architect

As a Solutions Architect within the Client Services team, you act as trusted advisor, responsible for the technical requirements and end to end solutions integration of Wysdom cognitive services within the client’s environment.  You will work with one of the most diverse teams of linguists, data scientists, and innovators to deliver the best AI enabled customer experience.

Cognitive Data Specialist

As a Cognitive Data Specialist, you will be responsible for the performance of the AI and quality of the corpus and will focus primarily on the VA training.  You will work with the client as required to ensure corpus is performing in an optimal manner.

Conversational Experience Designer

As a Conversational Experience Designer, you will be responsible for the designs of the overall customer experience, including the end-to-end dialog flows & journeys of the solution ensuring  design leverages  UxD best practices for optimal customer experience.

Conversational AI Specialist

As a Conversational AI Optimization Specialist, your responsibility will be to help drive the success of our solution for our clients. This involves building conversation flows, performing AI training, and partnering with clients to enhance their deployments.

Conversational AI Lead

As a Conversational AI Lead, you will be responsible for leading all Conversational AI program activities.  You will work with all team members to ensure deliverables are completed on time, with high quality and exceeds client expectations and goals.

Program Director

Responsible for the overall success for the client, including the end-to-end delivery and optimization of the solution, you will manage the sales process from pillar to post, including technical and commercial proposals, pipeline management, sales forecasting, and contractual documentation.

David Trotter, Wysdom

David Trotter

SVP, Sales & Marketing

David has 30 years of global sales leadership experience as a collaborative leader who believes in a strong team concept within sales and marketing organizations. David has spent many years working with growth companies and enjoys being face to face with customers and partners to create solutions that have a lasting effect on the customer’s business environment. 


Prior to joining Wysdom, David was the Vice President, Sales at Scalepad, and previously spent 11 years as Vice President for Latin America and Asia Pacific for Absolute Software. He also held senior sales management positions at GE Capital and Clevest.  

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.