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CrowdCare Launches Broadband/Cable Module to Support Demand from MSOs for Multi-Channel Digital Care Bots

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CrowdCare Corporation, provider of the world’s most advanced cognitive digital care solution for the enterprise, is pleased to announce the launch of a broadband/cable module for its Wysdom platform. The module supports new contextual data specifically focused on broadband and cable subscribers.

TORONTO, ON (PRWEB) APRIL 25, 2017

“Broadband is extremely competitive and the providers who offer the best customer service will ultimately be the most successful,” said Ian Collins, CEO and co-founder of CrowdCare. “These days, it simply doesn’t make sense to have multiple single-channel bots in the background answering questions for different groups of subscribers. With artificial intelligence and machine learning, it is possible for a single solution to serve all customers across different business lines and multiple digital care channels. This is efficient, cost effective and ensures that subscribers are delighted each time they ask a question, regardless of the way they connect or the services to which they subscribe.”

Wysdom was engineered from the ground up to support the full spectrum of telecom subscriber inquiries. As the industry’s most advanced solution, it has analyzed millions of questions from customers over the years and identified more than 100,000 that are asked most often. With an experienced AI training team and the largest database in this space, Wysdom combines natural language with big data to deliver the best answers directly to subscribers.

CrowdCare’s broadband/cable module was built based on the experiences of a large, full-service provider. The carrier began offering digital care powered by Wysdom to its wireless customers and was also receiving questions about its cable television and high-speed Internet services via those same channels. Wysdom was already listening to questions and being trained in these additional market segments before the broadband/cable module was completed. A new type of support was required with the launch of new over-the-top content, which is accessible via mobile devices and set-top boxes such as AppleTV, Chromecast and Roku.

“Demand for digital care and bots began in wireless but quickly expanded as subscribers began asking questions about their broadband and cable services. Extending Wysdom to serve this customer segment was a natural evolution of our product,” adds Collins. “MSOs and broadband providers are seeing an increase in call centre questions and queries as they launch more and more connected services like home security and automation. As subscribers increasingly turn to digital channels to ask questions and resolve issues, providing quick, personalized and accurate responses through a single voice and solution is critical.”

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.