Information Management
minerva customer channel
CARVER ADVANCED SYSTEMS
C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80...
Information Management
minerva customer channel
CARVER ADVANCED SYSTEMS
C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80...
Information Management
minerva customer channel
CARVER ADVANCED SYSTEMS
C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80...
Information Management
minerva customer channel
CARVER ADVANCED SYSTEMS
C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80...
Information Management
minerva customer channel
CARVER ADVANCED SYSTEMS
C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80...
Information Management
minerva customer channel
CARVER ADVANCED SYSTEMS
C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80...
Information Management
minerva customer channel
CARVER ADVANCED SYSTEMS
C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80...
Information Management
minerva customer channel
CARVER ADVANCED SYSTEMS
C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80...
Information Management
minerva customer channel
CARVER ADVANCED SYSTEMS
C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80...
Information Management
minerva customer channel
CARVER ADVANCED SYSTEMS
C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80...
Information Management
minerva customer channel
CARVER ADVANCED SYSTEMS
C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80...
Information Management
minerva customer channel
CARVER ADVANCED SYSTEMS
C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80...
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Talking about 'minerva' - Information Management System by Carver Advanced Systems

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Two of the most usual information management issues, at many companies are:
improving search tools to find contents in a more accurate and easy way and
managing the huge amount of incoming emails and faxes that need to be classified among different departments.
At Carver Advanced Systems we have developed 'minerva’, a product line specialized in information management that can help companies managing those issues.

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Talking about 'minerva' - Information Management System by Carver Advanced Systems

  1. 1. Information Management minerva customer channel CARVER ADVANCED SYSTEMS C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80 Fax. 93 238 58 81 info@carver-as.com www.carver-as.com Sector Asegurador Perfil Compañía Presencia en el sector CARVER ADVANCED SYSTEMS C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80 Fax. 93 238 58 81 info@carver-as.com www.carver-as.com Information Management minerva customer channel CARVER ADVANCED SYSTEMS París, 184 4º 08036 Barcelona Tel. 93 238 58 80 Fax. 93 238 58 81 info@carver-as.com www.carver-as.com ‘minerva’ – Information Management March 2014
  2. 2. Information Management minerva customer channel CARVER ADVANCED SYSTEMS C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80 Fax. 93 238 58 81 info@carver-as.com www.carver-as.com minerva - Information Management  Index • Initial Approach – Information Management -The Challenge • Proposed Solution - ‘minerva’ – Our Proposal - ‘minerva’ – Infrastructure - ‘minerva’ Web Assistant o How does it work? o Assistance to Call Centers o Process Graph o Benefits - ‘minerva’ Text Classifier o How does it work? o Process Graph o Benefits - ‘minerva’ BackOffice Features
  3. 3. Information Management minerva customer channel CARVER ADVANCED SYSTEMS C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80 Fax. 93 238 58 81 info@carver-as.com www.carver-as.com minerva - Information Management  Initial Approach – The Challenge Two of the most usual information management issues, at many companies: • improving search tools to find contents in a more accurate and easy way: o for website visitors o for call center users • managing the huge amount of incoming emails and faxes that need to be classified among different departments
  4. 4. Information Management minerva customer channel CARVER ADVANCED SYSTEMS C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80 Fax. 93 238 58 81 info@carver-as.com www.carver-as.com minerva - Information Management  ‘minerva’ – Our Proposal At Carver Advanced Systems we have developed 'minerva’, a product line specialized in Information Management. • ‘minerva’ is a Web Assistant, and also a Text Classifier Engine As a Web Assistant ‘minerva’ improves: • user experience in finding information through the website • feedback about users needs & trends • managing contents of the website • customer support provided from the call center and as a Text Classifier Engine ‘minerva’ improves: • managing and classifying non structured texts (emails, documents…)
  5. 5. Information Management minerva customer channel CARVER ADVANCED SYSTEMS C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80 Fax. 93 238 58 81 info@carver-as.com www.carver-as.com minerva - Information Management System Management Knowledge Base FAQs, Web Contents, Intranet Contents, Policies Conditions, Classification Criteria, Documents, Incoming eMails… BackOffice Managing Tools: . Classification criteria . Business Synonymy . Ontologies Dashboard - Activity Log User Interaction Analysis - Trends & needs Assisted chat with web users - Specialized interface for different kinds of users & channels User Context - Conversation Management Semantic Search Engine OCR - Text Mining - Language Analytics Semantic Discriminator - Text Disambiguation - Business Context Classification Result Manager - Normalized Items - Image to Text System Management Knowledge Base FAQs, Web Contents, Intranet Contents, Policies Conditions, Classification Criteria, Documents, Incoming eMails… BackOffice Managing Tools: . Classification criteria . Business Synonymy . Ontologies Dashboard - Activity Log User Interaction Analysis - Trends & needs Assisted chat with web users - Specialized interface for different kinds of users & channels User Context - Conversation Management Semantic Search Engine OCR - Text Mining - Language Analytics Semantic Discriminator - Text Disambiguation - Business Context Classification Result Manager - Normalized Items - Image to Text Módulo minerva MTC‘minerva’ Engine Call Center Public Website Wikis twitter Non structured texts eMails, documents, …  ‘minerva’ - Infrastructure
  6. 6. Information Management minerva customer channel CARVER ADVANCED SYSTEMS C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80 Fax. 93 238 58 81 info@carver-as.com www.carver-as.com minerva - Information Management – Web Assistant  How does ‘minerva’ Web Assistant work? ‘minerva’ Web Assistant guides users in navigation and localization of content on a Website, quickly and effectively through the use of natural language. ‘minerva’ Web Assistant provides: • search engine • + semantic level + natural language + business synonymy • + conversational level Functional Features: • Natural Language • Tolerates spelling and typographical mistakes • Multilingual • User interaction in chat format • Able to express emotions in the replies to the user • Can take the initiative in the conversation if it’s necessary (for example, in case of user complaints) • Automatic costumer satisfaction registering • Manages offensive language ‘minerva’ is EASY to implement, to maintain & to develop new features
  7. 7. Information Management minerva customer channel CARVER ADVANCED SYSTEMS C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80 Fax. 93 238 58 81 info@carver-as.com www.carver-as.com minerva - Information Management – Web Assistant  Assistance to Call Centers ‘minerva’ has special features for Call Center users: • Information about previous phone calls made by customers, with the satisfaction level recorded • Text box to include notes taken by the user • Text box accessing to the search engine • Using the same search engine and the same contents that Website users ‘minerva’ registers a log with the session data, the conversation and the notes taken by the user.
  8. 8. Information Management minerva customer channel CARVER ADVANCED SYSTEMS C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80 Fax. 93 238 58 81 info@carver-as.com www.carver-as.com minerva - Information Management – Web Assistant  Process Graph I/O Channel Manager ‘minerva’ Web Assistant Conversation Manager (incoming text) • Input Channel • Morpho-Syntactic Analysis • Typographical & Spelling Tolerance •Context Analysis • Conversacional Thread Conversation Manager • processing the answer • customizing output channel • managing conversational thread • satisfaction level • emotions Engine Core D.B. Knowledge Business Concepts, Synonyms, Text disambiguation Conversational features Website & intranet User Interface Call Center Special User Interface
  9. 9. Information Management minerva customer channel CARVER ADVANCED SYSTEMS C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80 Fax. 93 238 58 81 info@carver-as.com www.carver-as.com minerva - Information Management – Web Assistant  Benefits of using ‘minerva’ Web Assistant • Cost savings: less phone calls to the Call Center, as website users find more easily the contents and they don’t need to call • Homogeneous answers: ‘One Question, One Answer’ - Using the same search engine all the questions are accessing to the same repository - Users can trust that ‘minerva’ provides one accessible, consistent, reliable answer to their question • Not require special training for Call Center users • Control and continuous improvement of content quality: - Identifying trends - Analyzing conversation logs
  10. 10. Information Management minerva customer channel CARVER ADVANCED SYSTEMS C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80 Fax. 93 238 58 81 info@carver-as.com www.carver-as.com minerva - Information Management – Text Classifier  How does it work ‘minerva’ Text Classifier? ‘minerva’ Text Classifier analyses unstructured texts for its automatic classification. It is intended for companies who need to identify, extract and categorize large volumes of data from information systems and text documents without structure. ‘minerva’ Text Classifier provides: • Text Analytics: identifies business concepts - semantic level + natural language + business synonymy • Classifies information Benefits • More efficiency - Managing more incoming emails with less resources - More texts classified in less time - More outgoing classification groups • Improvement of service quality • Easy to maintain new classification rules
  11. 11. Information Management minerva customer channel CARVER ADVANCED SYSTEMS C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80 Fax. 93 238 58 81 info@carver-as.com www.carver-as.com ‘minerva’ Text ClassifierApplication management Incoming docs and emails BackOffice – D.B. knowledge update Maintenance of classification groups, tags, channels, normalized data. Operation Output Knowledge management 100% Operation Input 20% cataloging changes Users 80% (correct) 20% (doubtful) 100% (classified information) 20% (adjust settings + new concepts) in/out D.B. Knowledge Business Concepts Synonyms, Typographical tolerance, Text disambiguation  Process Graph minerva - Information Management – Text Classifier
  12. 12. Information Management minerva customer channel CARVER ADVANCED SYSTEMS C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80 Fax. 93 238 58 81 info@carver-as.com www.carver-as.com minerva - Information Management – BackOffice  ‘minerva’ BackOffice - Features Customizing assistant behavior: • Response template configuration • Managing different ways to start the conversation • Keeping business synonymy • Introduction of frequently asked questions • Managing search concepts non-indexed automatically + access to other sites Monitoring conversations Statistical Information

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