Customer loyalty starts with quickly responding to your customer’s needs. When it comes to resolving open support cases, time is of the essence. Time spent searching for answers adds up and creates inefficiencies in resolving cases at scale. Relevant answers need to be a few clicks away and easily accessible for agents directly from their service console.
We will explore how Lucidworks’ Agent Insights application automatically connects agents with the correct answers and resources. You’ll learn how to:
-Configure a proactive widget in an agent’s case view page to access resources across third-party systems (such as Sharepoint, Confluence, JIRA, Zendesk, and ServiceNow).
-Easily set up query pipelines to autonomously route assets and resources that are relevant to the case-at-hand��directly to the right agent.
-Identify subject matter experts within your support data and access tribal knowledge with lightning-fast speed.
AI-Powered Linguistics and Search with Fusion and RosetteLucidworks
For a personalized search experience, search curation requires robust text interpretation, data enrichment, relevancy tuning and recommendations. In order to achieve this, language and entity identification are crucial.
For teams working on search applications, advanced language packages allow them to achieve greater recall without sacrificing precision.
Join us for a guided tour of our new Advanced Linguistics packages, available in Fusion, thanks to the technology partnership between Lucidworks and Basistech.
We’ll explore the application of language identification and entity extraction in the context of search, along with practical examples of personalizing search and enhancing entity extraction.
In this webinar, we’ll cover:
-How Fusion uses the Rosette Basic Linguistics and Entity Extraction packages
-Tips for improving language identification and treatment as well as data enrichment for personalization
-Speech2 demo modeling Active Recommendation
-Use Rosette’s packages with Fusion Pipelines to build custom entities for specific domain use cases
Featuring:
-Radu Miclaus, Director of Product, AI and Cloud, Lucidworks, Lucidworks
-Robert Lucarini, Senior Software Engineer, Lucidworks
-Nick Belanger, Solutions Engineer, Basis Technology
The Service Industry After COVID-19: The Soul of Service in a Virtual MomentLucidworks
Before COVID-19, almost 80% of the US workforce worked service in jobs that involve in-person interaction with strangers. Now, leaders of service organizations must reshape their offerings during the pandemic and prepare for whatever the new normal turns out to be. Our three panelists will share ideas for adapting their service businesses, now that closer-than-six-feet isn’t an option.
Join Lucidworks as we talk shop with 3 service business leaders, covering:
-Common impacts of the pandemic on service businesses (and what to do about them),
-How service teams can maintain a human touch across virtual channels, and
-Plans for the future, before and after the pandemic subsides.
Featuring
-Sara Nathan, President & CEO, AMIGOS
-Anthony Carruesco, Founder, AC Fly Fishing
-sara bradley, chef and proprietor, freight house
-Justin Sears, VP Product Marketing, Lucidworks
Webinar: Smart answers for employee and customer support after covid 19 - EuropeLucidworks
The COVID-19 pandemic has forced companies to support far more customers and employees through digital channels than ever before. Many are turning to chatbots to help meet increasing demand, but traditional rules-based approaches can’t keep up. Our new Smart Answers add-on to Lucidworks Fusion makes existing chatbots and virtual assistants more intelligent and more valuable to the people you serve.
Smart Answers for Employee and Customer Support After COVID-19Lucidworks
Watch our on-demand webinar showcasing Smart Answers on Lucidworks Fusion. This technology makes existing chatbots and virtual assistants more intelligent and more valuable to the people you serve.
In this webinar, we’ll cover off:
-How search and deep learning extend conversational frameworks for improved experiences
-How Smart Answers improves customer care, call deflection, and employee self-service
-A live demo of Smart Answers for multi-channel self-service support
Applying AI & Search in Europe - featuring 451 ResearchLucidworks
In the current climate, it’s now more important than ever to digitally enable your workforce and customers.
Hear from Simon Taylor, VP Global Partners & Alliances, Lucidworks and Matt Aslett, Research Vice President, 451 Research to get the inside scoop on how industry leaders in Europe are developing and executing their digital transformation strategies.
In this webinar, we’ll discuss:
The top challenges and aspirations European business and technology leaders are solving using AI and search technology
Which search and AI use cases are making the biggest impact in industries such as finance, healthcare, retail and energy in Europe
What technology buyers should look for when evaluating AI and search solutions
Webinar: Accelerate Data Science with Fusion 5.1Lucidworks
This document introduces Fusion 5.1 and its new capabilities for integrating with data science tools like Tensorflow, Scikit-Learn, and Spacy.
It provides an overview of Fusion's capabilities for understanding content, users, and delivering insights at scale. The document then demonstrates Fusion's Jupyter Notebook integration for reading and writing data and running SQL queries.
Finally, it shows how Fusion integrates with Seldon Core to easily deploy machine learning models with tools like Tensorflow and Scikit-Learn. A live demo is provided of deploying a custom model and using it in Fusion's query and indexing pipelines.
Webinar: 5 Must-Have Items You Need for Your 2020 Ecommerce StrategyLucidworks
In this webinar with 451 Research, you'll understand how retailers are using AI to predict customer intent and learn which key performance metrics are used by more than 120 online retailers in Lucidworks’ 2019 Retail Benchmark Survey.
In this webinar, you’ll learn:
● What trends and opportunities are facing the ecommerce industry in 2020
● Why search is the universal path to understanding customer intent
● How large online retailers apply AI to maximize the effectiveness of their personalization efforts
Where Search Meets Science and Style Meets Savings: Nordstrom Rack's Journey ...Lucidworks
Nordstrom Rack | Hautelook curates and serves customers a wide selection of on-trend apparel, accessories, and shoes at an everyday savings of up to 75 percent off regular prices. With over a million visitors shopping across different platforms every day, and a realization that customers have become accustomed to robust and personalized search interactions, Nordstrom Rack | Hautelook launched an initiative over a year ago to provide data science-driven digital experiences to their customers.
In this session, we’ll discuss Nordstrom Rack | Hautelook’s journey of operationalizing a hefty strategy, optimizing a fickle infrastructure, and rallying troops around a single vision of building an expansible machine-learning driven product discovery engine.
The audience will learn about:
-The key technical challenges and outcomes that come with onboarding a solution
-The lessons learned of creating and executing operational design
-The use of Lucidworks Fusion to plug custom data science models into search and browse applications to understand user intent and deliver personalized experiences
Apply Knowledge Graphs and Search for Real-World Decision IntelligenceLucidworks
Knowledge graphs and machine learning are on the rise as enterprises hunt for more effective ways to connect the dots between the data and the business world. With newer technologies, the digital workplace can dramatically improve employee engagement, data-driven decisions, and actions that serve tangible business objectives.
In this webinar, you will learn
-- Introduction to knowledge graphs and where they fit in the ML landscape
-- How breakthroughs in search affect your business
-- The key features to consider when choosing a data discovery platform
-- Best practices for adopting AI-powered search, with real-world examples
Webinar: Building a Business Case for Enterprise SearchLucidworks
The document discusses building a business case for enterprise search. It notes that 85% of information is unstructured data locked in various locations and applications. Many knowledge workers spend a significant portion of their day searching across multiple systems for information. The rise of unstructured data and AI capabilities can help organizations unlock value from their information assets. Effective enterprise search powered by AI can provide real-time intelligence, personalized information, and more efficient research to help knowledge workers.
Presenter: Justin Sears, Lucidworks and Shalin Mangar
Description: Apache Solr is one of the most trusted and performant search engines. Many of the world’s largest companies use Solr to power their e-commerce and workplace web applications. But obtaining the required expertise, managing and scaling infrastructure, administering security, and performing upgrades for an enterprise-grade Solr environment can be difficult and expensive — preventing infrastructure leaders from delivering Solr’s time-tested advantages to their organizations.
KMWorld 2019 - Diane Burley - Bringing a Consumer-Like Experience to the Digi...Lucidworks
This document discusses using artificial intelligence and machine learning to power personalized digital experiences for employees and customers. It highlights how analyzing data signals can be used to dynamically customize experiences. Case studies show how Lucidworks' search products like Fusion helped companies like Reddit and Red Hat improve search capabilities, support experiences, and reduce infrastructure costs. The document promotes Lucidworks' solutions for digital commerce applications using features like filtering, visualization, machine learning, and personalized recommendations.
Using Search to Drive Self-Help Success at VeritasLucidworks
Learn how to use ROI to validate knowledge management and search to management, by delivering a better customer self-service experience that improves customer success and satisfaction. Understand the simple business case that justified investment in Lucidworks Fusion to deliver unified search across multiple repositories, allowing both customers and support engineers to maximize productivity. Identity management and security models allow support engineers to use the same interface as customers, making it easy to teach customers how to self-solve while still protecting sensitive data.
Speaker: Joe Kugler, Sr Mgr, Knowledge
Management and Self Help Experience, Veritas Technologies
Learn how to use user-generated search data to improve relevancy of results at scale. As search development and data science converge, Lucidworks Fusion provides a solution that including AI and signal-driven features out of the box.
Speaker: Mark Moyou, Data Science Manager, Lucidworks
Enterprise Information Architecture: Empowering AI in the Digital WorkplaceLucidworks
Search is an essential component of the digital workplace. The Digital Workplace is an ecosystem of information that is managed in multiple systems, exposed in multiple experiences, and needs to meet the needs of a wide range of users. This information drives decision-making, analytics, and knowledge sharing across the organization. When your information architecture, taxonomies, and metadata are implemented across the enterprise, the power of AI driven search is unlocked.
Lucidworks Fusion at Foot Locker: Speed at ScaleLucidworks
Fusion was implemented at Foot Locker to improve the speed and scalability of their search capabilities. It helped reduce indexing times from 1 hour to 5 minutes, enabled A/B testing and experiments, and provided more dynamic faceting and keyword handling. Customers experienced a 0.25-1% increase in conversion, 1-2% increase in revenue per visit, and 4% decrease in null search rates. Future goals include enabling dynamic relevancy using analytics, geospatial search, multi-lingual support, and expanding to Europe and Asia-Pacific markets.
Building Search and Personalization at Nordstrom Rack | HautelookLucidworks
Ecommerce customers are accustomed to an accurate, smooth, and timely search experience. Behind the curtains is a chaotic battle to operationalize a hefty strategy, optimize a fickle infrastructure, and rally troops around a single vision. Hear how Nordstrom Rack | Hautelook braved this with help from Lucidworks Fusion.
Get the inside scoop on how industry leaders in Europe are developing and executing their digital transformation strategies.
451 Research VP and expert analyst, Matt Aslett and Lucidworks VP Channel, Simon Taylor shares and discusses key insights on:
The top challenges and aspirations European business and technology leaders are solving using AI and search technology
Which search and AI use cases are making the biggest impact in industries such as finance, healthcare, retail and energy in Europe
What characteristics technology buyers should use when evaluating AI and search solutions
Enterprise Search as a Service at PwC - Viren Patel, PricewaterhouseCoopersLucidworks
Learn about PwC's implementation of Enterprise Search, the journey to becoming an Insights Engine, and the transformation across the organization of the search user experience through Search as a Service. Departments across the organizations are harmonizing search, reducing technical debt, and resource costs by utilizing Search as a Service from PwC’s Enterprise Search program. PwC has successfully implemented AI, Machine Learning, and Advanced NLP to help boost the relevance of search results thus saving time for its employees.
Speaker: Viren Patel, Director PwC
3. 3
3
Customer Service Solution
Better serve customers in the moment
Putting the right information in front of agents with fewer clicks
Improve support calls
Shorter wait times and a more engaged support
Reduce redundancy
Identify and resolve duplicate tickets at scale
40%
REDUCTION IN
SUPPORT CASE
LONGEVITY
91%
REDUCTION IN TCO
311%
INCREASE IN SELF-
SOLVE RATE
4. Customer support teams need an automated approach
in finding relevant resources based on case intent.
6. ● Increase agent effectiveness and
improve time-to-resolution
● Effortlessly scale knowledge across
platforms from your case view page
● Identify subject matter experts,
similar cases, and knowledge content
● Execute a free form search for
additional information
● Available now in the Salesforce
AppExchange
Agent Insights on
Lucidworks Fusion
Personalize knowledge discovery for
customer support teams using Salesforce
7. Agent Insights Roadmap
Case deflection & agent productivity
Salesforce Community
● Case Creation
Recommendations
● More Signals and
Machine Learning
● Facets
● Search Result Feedback
Salesforce Community
● Search
● Typeahead
● Signal Capture
Salesforce Agent Plugin
● Customer Journey
● Customer Feedback
● Email KB to customer
● Attachments to Case
● Facets
● Opportunities Object
Salesforce Agent Plugin
● Search w/ Typeahead
● Recommendations
● Subject Matter Experts
● Signal Capture
● KB and Case Object
Zendesk Agent Plugin
● Search w/ Typeahead
● Recommendations
● Subject Matter Experts
● Signal Capture
● KB and Case Object
1st Half of 2022
* Roadmap Subject to Change
Current 2nd
half of 2022
8. Lucidworks Customer Support 360
The role of
the support
center
Web
Content
Q & A
Forums
Knowledge
Base
Incident
CRM
Agent
Guidance
Privacy &
Complianc
e
Search &
Browse
Salesforce
Fusion Agent
Plug-In
Smart Answers
Salesforce
Community Portal
Interaction
Analytics
Sentiment
Recommendation
Passive Deflection
Connectors
Case deflection & agent effectiveness
Active Recommendation
10. Fusion can provide insight for many use cases.
A few examples…
Call Centers:
Improve agent effectiveness with
fast answers and recommendations
Self-Service Portals:
make support sessions more interactive
for higher resolution rates
Call Deflection:
free support team to focus on the harder
problems
clip: help desk
https://www.youtube.com/watch?v=BqnFnWSYzaQ