Презентация Виталия Никитина о возомжностях платформы HPE Idol для работы с BigData в современном кол-центре. Аналитика аудио и текстовой информации на базе платформы HPE IDOL

1. HPE IDOL
Search and Analytics Platform for Text and
Rich Media
Vitali Nikitin,
BigData Leader, CIS countris

2. Open Innovation is transforming everything
Closed technology
architecture design
“After-the fact” static analytics, e.g.
Monthly reporting
Analyze data at
“rest”
Real-time insight &
understanding via machine
learning
Put data science into your
processes – Next-gen apps
and services
Analyze and apply perishable
data
anywhere at any time
Premise-based
systems
Seamless blending of open
source, advanced technology,
deployment choices…
Contain Cost Create Outcomes
Traditional Data Analytics Open Innovation Data Analytics
Journey to the New Style of Business

3. Human data
Connected people, apps and things generating massive data
in many forms
Machine data
Business data
faster growth
than
traditional
business data
10x

4. How do you bridge the gap between data and outcomes?
4
How do you consume
any data generated
or understood by
humans?
How do you identify
key aspects and
patterns to determine
outcomes?
How do you
automate to take
action?
Data sources Diverse Modern
Apps
Q1 Q2 Q3

5. Augmented Intelligence
power apps for competitive advantage
5
Augmented Intelligence
powered by HPE
Artificial intelligence, machine learning and natural
language processing using advanced analytics functions.

6. Machine Learning at the Service of Business
Augmented Intelligence

7. HPE Big Data Advanced Analytics Software Solutions
Vertica high-performance
advanced analytics
− Real-time performance at scale
− Premise, Cloud, and Hybrid
− Native optimized
Hadoop options
IDOL augmented
intelligence for human
information
− Advanced enterprise search and rich media
analytics
− Analyze text, audio, image, and streaming
video
Haven OnDemand APIs
and Services
− Machine Learning as a Service
− Delivered on Microsoft Azure Cloud
− Accessible to any developer
Deep
Learning
Text
Analytics
Face
Detection
Neural
Network
Speech
Recognition
Categor-
ization

8. Platform Features
8

9. Over 500 IDOL functions to augment your intelligence
Automatic hyperlinking
Conceptual search
Keyword search
Fieldtext search
Phrase search
Phonetic search
Field modulation
Fuzzy matching
Implicit profiling
Explicit profiling
Community and expertise network
Agents
Intent-based ranking
Alerting
Social feedback
Eduction
Automatic clustering
Clustering 2D/3D
Autoclassification
Auto language detection
Sentiment analysis
Automatic taxonomy generation
Automatic Query Guidance
Highlighting
Parametric refinement
Summarization
Real-time predictive query
Metadata extraction
Automatic tagging
Faceted navigation
Inquire
Search your data
Investigate
Analyze your data
Interact
Personalize your data
Improve
Enhance your data

10. Language independence
–Free from linguistic restraints and
rules
–Automatically adapts to changing
definitions
–Over 150 languages
–Single,multibyte and Unicode
languages
–Optional language packs for
localization

11. Product performance issues
Clustering
Side letters
Off balance
sheet transactionsAutomatically
partition the data
so that similar
information is
clustered
together
Inquire
“Search your data”
Investigate
“Analyze your
data”
Interact
“Personalize your
data”
Improve
“Enhance your
data”

12. Inquire
“Search your data”
Investigate
“Analyze your
data”
Interact
“Personalize your
data”
Improve
“Enhance your
data”
Add context to short queries by grouping results into concepts
Automatic Query Guidance
Query
”Madonna”
Results: Documents
containing ”Madonna”
Query
search
Documents about:
1.Singer
2. Italian Renaissance
3. Madonna Further
suggestions…
Most likely
meaning…
Result
documents
Conceptual
clustering

13. Inquire
“Search your data”
Investigate
“Analyze your
data”
Interact
“Personalize your
data”
Improve
“Enhance your
data”
Exploratory analytics that help you discover the “unknown unknowns”
Enhance your data
– Managed classification
– Create categories using business rules or training
– Automatic classification and clustering
– Automatically determine categories based on patterns and relationships in information
– Spot analysis of all themes and grouping
– Time sensitive analysis; What’s hot? What’s New?
– Eduction
– Apply structure to unstructured data by extracting key fields and entities
– Hundreds of entities supported, including names, addresses, credit card information, sentiment, intent, etc
– Audio analysis
– Speaker independent speech to text, speaker identification, audio events, language identification, etc
– Image and video analysis
– Next generation image classification (is this a car?/find more like “this”)
– On-screen OCR, logo detection, intelligent scene analysis, Color and texture analysis,
story segmentation, etc

14. Hundreds of conceptual entities
Eduction
– Quickly narrow search results with auto-identified facets and
conceptual entities such as employee names from documents
– Validate or customize entities
– Is this a valid credit card number?
– What are all docs that contain SSNs?
– If area code is 415, output as Home Office
– Pinpoint accuracy for multibyte languages such as CJK, Thai and some
European languages
Names
Places
IP addresses
Companies
Events
Relationships
Medicines
Airports
Cars
Social Security numbers
Phone numbers
Credit cards
Dates
Holidays
Job titles
Currencies
… many more
Inquire
“Search your data”
Investigate
“Analyze your
data”
Interact
“Personalize your
data”
Improve
“Enhance your
data”

15. Inquire
“Search your data”
Investigate
“Analyze your
data”
Interact
“Personalize your
data”
Improve
“Enhance your
data”
Analyze your data
– Quickly evaluate the relevance of information
–Automatic Query Guidance (providing top themes from query results in real time)
–Concept navigation via advanced visualizations (node graphs, theme tracking, topic
maps, broadcast analysis)
–Intelligent summarization (simple, concept and context)
–Intelligent highlighting (search terms, phrases, concepts, context, fidelity to query
grammar)
–Concept streaming (Real-time summaries from audio that are contextual to queries and
intent)
–Intelligent de-duplication, including “near” de-duplication
– Use structure to navigate the data
–Structured, semi-structured and XML support
–Parametric search (unlimited nesting and association support)
–Directed navigation (create compelling navigation for users)

16. Personalize your data
We are what we… Inquire
“Search your data”
Investigate
“Analyze your
data”
Interact
“Personalize your
data”
Improve
“Enhance your
data”

17. Discover Relationships for Richer Insight
17
Knowledge Graph
Customer A is in
Customer B’s network
Customer C is linked
to Customer E via
Customer D
Customers F and G
purchased the same
model last year
Customer H is the
most influential in
Customer B’s network

18. Intent-based ranking
– Search results personalized and targeted based on user and context
– Profile developed through complete behavior
analysis… implicit or explicit profiling
– Gather data from content consumption,
– content contribution, interaction with
colleagues, etc.
Inquire
“Search your data”
Investigate
“Analyze your
data”
Interact
“Personalize your
data”
Improve
“Enhance your
data”

19. Topical sentiment analysis
– Decomposition and classification within a sentence to pull out specific
topics
– “I stayed at the Marriott last week, and though the mattresses were
very nice, the service was awful.”
– Is this Positive? Negative? Neutral?
– How much Positive? How much Negative?
Inquire
“Search your data”
Investigate
“Analyze your
data”
Interact
“Personalize your
data”
Improve
“Enhance your
data”

20. Search video as easily as text
Transform rich media into intelligent assets
Inquire
“Search your data”
Investigate
“Analyze your
data”
Interact
“Personalize your
data”
Improve
“Enhance your
data”
Live video or playback
from archived footage
On-screen text
recognition
Face identification
Automatically generated
transcript using speech
recognition
Speaker identification
Timecode
synchronization
Automatic keyframe
generation
Automate
Automatically create metadata,
keyframes, transcriptions
Understand
Understand video footage and
audio streams in real time
Act
Apply advanced analytics such as
clustering and categorization, and link
with other file types

21. Image technology: 2D objects
Registered image Test image
Generic Logo recognition
Registered
Logos
Test image
Inquire
“Search your data”
Investigate
“Analyze your
data”
Interact
“Personalize your
data”
Improve
“Enhance your
data”

22. Intuitive Knowledge Discovery for Self-Service Analytics
22
Visualization to simplify analytics workflow Topics Map
Sunburst
Result Comparison
Rich Contextual View
Business Intelligence for Human Information (BIFHI)

23. Use Cases
Cross Industries and Industry specific
23

24. Customer care, turbocharged
Customer Self Service via IDOL Search
Key Differentiators
Automate more customer service with advanced
features such as contextual search, automatic
hyperlinking, implicit query, sentiment analysis,
alerting, and chat agents
Find and act on 100% of information - regardless
of language, source or information format
Scalably and securely access virtually all systems,
including cloud repositories with over 400 pre-built
enterprise-class connectors
How Customer Would Deploy
IDOL powered self service web-based support using all available knowledge sources: knowledge base, contact center, forums,
product reviews and more, with connectors to existing OSS, BSS, media solutions and network management as needed
How IDOL would drive competitive advantage for customer
• Reduced churn & improved CSAT due to enhanced automation of customer self-service and improved user experience;
• SG&A cost reduction with single systems for internal and external support
Solutions like HPE Service
Anywhere run IDOL Search
to improve service quality
and staff efficiency


25. Monitor social media to proactively address incidents and issues
Social Customer Service via IDOL
Key Differentiators
• Combine social and public data (Twitter, news, etc)
with customer data in the enterprise to gain insights
• Strong text analytics to synthesize and summarize
large volumes of data – sentiment analytics, concept
extraction, extract place names
• xxxxxHow Customer Would Deploy
Deploy IDOL with connectors to various data sources.
How Social Customer Service would drive competitive advantage for customer
Tap into other sources of customer feedback for proactive and reactive resolution of service issues.
Improve customer satisfaction, mitigate churn, identify upsell opportunities

26. Build a knowledge graph of your organization and automate customer interaction
Workforce Productivity via IDOL Knowledge Management
Key Differentiators
• Automates manual customer care processes &
actions
• Expertise location to team and deliver best response
• Proactively deliver and manage relevant & timely
data
How Customer Would Deploy
Deploy a comprehensive platform for customer
interaction to automate a time-consuming, labor-
intensive process.
How IDOL would drive competitive advantage for customer
• SG&A cost savings: Increased customer satisfaction (decrease churn rate), decreased call center load, understand your
organization better to align resources and eliminate inefficiency
• Increased revenue: Re-deploy resources to high value customer add services
Unstructured
Structured
Collaboration
Expertise
Location
Categorizatio
n
Eduction
Taxonomy

27. On
Screen
Text
Recog.
Analyze video, audio, images to support & drive the next wave of experience and
monetization
Multimedia Analytics via IDOL Multimedia
Key Differentiators
• Automate - create metadata, key frames, transcriptions
• Understand - video and audio streams in real time
• Act – apply advanced analytics (cluster, categorize, link)
How Customer Would Deploy
In line with strategic next wave value added services, rich content,
and services strategy
How IDOL Multimedia Analytics would drive competitive advantage for Customer
Drive next wave content, publishing, and advertising/monetization (revenue enhancement)
- Value Added Services to complete against OTT
- Content screening, moderation
- Ad verification
- Compliance
New Age On-Demand Internet Video,
Audio
Multi
Language
Video
Analytics
Face
detection
Sentiment
extraction
Advanced
IDOL
Analytics
Speech-
to- Text
Speaker
Identify

28. IDOL powered Smart City Solution
Integration Analytics Data Fusion
Integrate data feeds
from across the city
into a common
command center for
investigation and
event monitoring
Add video, audio, and
event analytics to the
feeds to enable real
time monitoring for
security trends and
incidents
Complete the puzzle
with additional
information sources
like social media,
broadcast media
monitoring, employee
databases, etc.
Built-in Scalability
Unlimited expansion
and connectivity
already included at all
levels by design.
Automation
Streamlined workflow
and automated
process
for triggers and alerts

29. Customer Stories
IDOL in Action
29

30. China Mobile
Communications service provider industry
Challenge
– Allow users to access information on thousands of public services
directly from their mobile phones – success of the Wireless City
platform depends on the users’ ability to quickly find information
Solution
– HPE IDOL
Result
– Over 740 million subscribers can search through more than 8,000
applications for public service information, including public
transportation schedules, public health records, traffic offenses and
more
– Users receive more accurate search results than ever before
– China Mobile customers get the most relevant and useful information
regardless of the terms they use in the search
Private | Confidential | Internal Use Only 30

31. Leading American multinational telecom
Paying careful attention to every aspect of customer-facing processes and applications
Challenge
– Provide support desk staff with fast access to precise information
required to address customer’s problem
– Improve knowledge management system search capabilities
Solution
– HPE IDOL
– HPE Big Data Professional Services
Result
– Reduced time-to-resolution with fast queries that ensure support
experts can resolve customer issues quickly
– Relevant results as query functionality makes sure that results deliver
information most likely to resolve customer issues
Private | Confidential | Internal Use Only 31

32. Leading financial software, data and media company
Subscribers require up-to-the-second information on market conditions and trends
Challenge
– Deliver search performance at the scale required by the size of its data
repository, 200 million messages, 15-20 million chats daily
– Provide robust, cost-efficient solution with scalability for large and
growing volume of data, supported by small IT headcount
Solution
– HPE IDOL
– HPE Big Data Professional Services
Result
– Detects trends in real-time messaging and chats for subscribers
– Accommodates 10+ billion of document entries without compromising
performance today
– Ensures scalability delivers ROI in the future
Private | Confidential | Internal Use Only 32

33. HPE on HPE CX Analytics
Answering critical customer satisfaction issues better and faster
Challenge
– Pull all customer-related data into a centralized repository
– Create a set of analytics services its business units can use to
improve the company’s Net Promoter Score® (NPS)
Solution
– HPE IDOL Information Analytics and HPE Vertica Analytics Platform
– Tableau
– Hadoop
Result
– Maximize value of customer experience data to improve customer
satisfaction
– Provide snapshot of customer experience metrics that is current and
comprehensive; answer complex questions in 5-10 minutes
– Generate a 360-degree view of the HPE customer experience
Private | Confidential | Internal Use Only 33

34. Dept. of State Development, Business and Innovation
Public Sector – Victoria, Australia
Challenge
– Provide a single, secure, enterprise-wide search platform across
multiple information sources inside and outside the organization
– Locate information from different information sources such as HPE
TRIM, the DSDBI Intranet, shared network drives, Salesforce and
external sites such as Hansard, Australian Bureau of Statistics,
Victoria online and other websites
Solution
– HPE IDOL, Microsearch Portlet, Microsearch consulting services
Result
– Easily and quickly find relevant information with near real-time search
across millions of documents, 9 enterprise and Internet content
sources, leading to significant time savings
– Single sign-on allows filtered results, preventing the inadvertent
disclosure of sensitive information
Private | Confidential | Internal Use Only 34

35. Global health services
Robust search technology supports health services needs of 80 million customers worldwide
Challenge
– Detect meaning of data even if data didn’t conform to specific standard
e.g. physician, MD, doctor, or Dr
– Fast query results to support positive customer experience
Solution
– HPE IDOL
Result
– Customers can quickly identify providers that meet their needs for
specialty, location and other important criteria
– Solution supports business and fiscal objectives with lower cost-in-
network providers
– Scalability maximizes ROI over time
Private | Confidential | Internal Use Only 35

36. Fortune 500 global diversified healthcare company
Private | Confidential | Internal Use Only 36
Claims data
– Provider information
– FWA recovery data
– Call center data
– Treatment/Service data
– Social media
Population and community health
Care management/Care coordination
Surveillance, Analysis, Product development innovation
Consumer cctivation/Engagement/Education
Reputation management/Outreach
Innovation focus
Lines of business
– Innovation
– Brand
– Care delivery
– Product development
– Payment integrity
– Provider
– Consumer activation