This document discusses how 24/7 Inc uses big data and predictive analytics to create intuitive customer experiences across multiple channels. It summarizes that 24/7 Inc manages over 2.5 billion digital interactions per year from 4.5 terabytes of customer data. The company aims to anticipate customer needs, simplify interactions, and continuously learn from each experience. It does this through its cloud platform that can render seamless customer experiences across online, phone, mobile, and agent channels using large amounts of customer data and predictive modeling.

1. Creating Intuitive Customer
Experiences Across Channels
Using Big Data to Anticipate, Simplify, and Learn
23 March 2014

2. Susheel Zaveri
2
• Senior Development Manager @ [24]7 Inc
• M.Sc (Hons) Economics and B.E(Hons) Computer Science from
BITS Pilani.
• Prior to [24]7 ran a company for 5+ years.
• Like working on new technologies and products.
• Used Mongo DB at
• [24]7 – Case Study to Follow
• La Salle, Manila – for Managing entire School operations through tablet.

3. Global Software and Solutions Company with clients in North America,
Europe, Asia & Australia & revenues of $250 M in 2012
Managing over 2.5B speech & self-service interactions, 120M online
consumer, and 25M predictive interactions a year
Anticipate, Simplify and Learn from each consumer experience
The only Cloud Platform available today using big data and prediction
to render customer interactions seamlessly across multiple channels:
Online, Speech, Mobile, and Agents
The Intuitive Consumer Experience Company
3

4. [24]7 Intuitive, Predictive Experiences
Our goal:
Help our customers create a
single, digital channel for sales
and service
2.5B
digital interactions/year
4.5TB
of interaction data/week
#1 CE
Reducing effort across channels
50+Patents and Patents Pending
4

5. Global Footprint
Delivery Centre
Guatemala City
Manila (4)Managua
HyderabadBangalore
Engineering Centre
Client Service
5

6. Board of Directors
P V Kannan (PV)
Co-Founder & Chief
Executive Officer
[24]7Customer, Inc
S Nagarajan (Nags)
Co-Founder & Chief People Officer
[24]7
Michael Moritz
Managing Member
Sequoia Capital
Ram Shriram
Managing Partner
Sherpalo Ventures, LLC
George Shaheen
Director
NetApp
The company’s Board have been among the Top 3 in the Forbes‘ Midas List.
They have been involved in Google, Yahoo!, PayPal, Amazon and Kayak.
6

7. Creating One Digital Channel

8. Defining Intuitive Experiences
" What is an intuitive experience?
• Predictive, Personalised, and Proactive
• Seamless and Consistent across channels
• Drives desirable outcomes
8

9. One Size Doesn’t Fit All
First challenge:
Identify the
customer, her
unique needs, and
her specific goal in
the transaction
Anticipate
predict intent
leverage identity
Simplify
make it easy
Learn
from every
interaction
Second challenge:
Create a dynamic
experience that
uses multiple
channels to get the
task done, faster
Third challenge:
Continually enhance
the experience for
the next visit, and
for every other
individual customer
9

10. Big Data is the Key to Intuitive Experiences
Using big data and prediction to deliver
more intuitive consumer experiences
Big Data
Web & IVR Logs
Web Journeys
Transcripts
Social media
CRM
Customer history
Product mix
Surveys
Switch data
Agent performance
Agent dispositions
Agent notes
Anticipate
predict intent
leverage identity
Simplify
make it easy
Learn
from every
interaction
10

11. © [24]7 Inc 2012. ALL RIGHTS RESERVED / CONFIDENTIAL
Case
Study
11

12. Problem Being Solved
• Alerting
• Monitoring
• Debugging
*Across All Channels.
12

13. Mongo Foot Print
• 650 GB – And Growing Rapidly
• Response time < 1 Second ( no optimization
yet J )
• Maintains Information about
• Trend Information across various key business metrics
• Personalized User Profile
13

14. Setup
• Started with single Mongo node
• Right now just handling it with one Replica
Set
• Node has been running for over 1 year, with
out any problems J and any expert help.
• Apart from this we use
• Elastic Search and
• MySQL
14

15. Mongo for Developers
• Takes away pain of
• Design your collections / document structure smartly.
• Designing everything upfront ( adopts to changes as we
move ahead )
• Scaling
• Aggregation Framework and Geo Queries are icing on
the cake
• If you need to solve business problem, Mongo is your
best Buddy !!!
15

16. What Should I do
Install Mongo and Start using it
J
16

17. www.247-inc.com