interactive semantics search to understand your customers question and grow your understanding of what your customer is asking for and what you may be failing to deliver on your communications, offerings or website.

1. Company Confidential - Copyright (C) 2009-2013 Coginov, inc.
enabling corporate intelligence
The competitiveness of many enterprises today relies on exploiting the wealth of information that is available in
various distributed data sources. Today’s websites are dynamic, highly engaging and ever changing. Ensuring
every customer has a great experience without any usability obstacles requires a highly visual analytics solution
that delivers actionable insights into site improvements that remove sources of struggle and lift conversion
rates.
Many studies underscore the importance of a well-designed website which affects both transactional and non-
transactional sites. For example, 85% of visitors abandon a new site due to poor design and 62% of web
shoppers gave up looking for an item presumably because they had difficulty locating it. What’s more is that
almost 9 out of 10 respondents have experienced problems when making a transaction online, and 42% of
those have defected to a rival site or abandoned the process altogether.
* Drive customer service queries to the best solution
* At the forefront of social media and advertising to ensure each campaign finds a more targeted audience
* eCommerce companies use Semantic categorization to facilitate navigation through communities,
forums and other social user-created and curated media.
* represent the importance of each word in the accompanying document with Cloud Tagging
Cutting the Clutter: Tackling Information Overload At the Source,- IDC John Gantz Angéle Boyd Seana Dowling - March 2009 ADDRESSING
EMAIL CHAOS: THE EMAIL-MANAGER SOLUTION A whitepaper by The Radicati Group, Inc. - April 2008
The External Information Crisis: Will IT Step Up? Tom Austin - Gartner Symposium/ITxpo 2010
Semantics Search is Winning

2. Company Confidential - Copyright (C) 2009-2013 Coginov, inc.
enabling corporate intelligence
Semantic categorization is ideal for any organization that wants to drive queries and clients toward the
best possible resources and solutions.
Semantic: Does a much better job finding the information you're actually looking for. It's Relevant and in
the Right Context
Vanilla Ice versus Vanilla Ice?
We know when you are looking for a Rapper versus an Ice Cream flavor.
A traditional keyword search won't tell you anything about the context in which a given phrase is used. It
also can't identify key concepts within a complex document that may not use the most common words for
those concepts. Analyzing documents in a deeper and more sophisticated way.
Unlike traditional search software that essentially counts word frequencies or page links, Semantic
software is designed to extract broader nuances of meaning, intention and theme. By modeling text
around concepts and creating a weighted concept representation for any text, our semantic mapping
helps identify the intent of ambiguous words and align synonyms to the same meaning. Semantic
matching returns a list of related documents whose similarities to the original document go far beyond
keywords.
What is Semantics

3. Company Confidential - Copyright (C) 2009-2013 Coginov, inc.
enabling corporate intelligence
Using semantics engines and
from core systems integrated with a web
based knowledgebase interface this tool will
never be the same.
This engine is not limited to keyword
definitions but now you can create the
semantic equivalent and allow your
knowledge base to understand your
customers question and give it the right
answer almost every time.
How can knowledge base use Semantics

4. Company Confidential - Copyright (C) 2009-2013 Coginov, inc.
enabling corporate intelligence
How do these tools differ from FAQs or current
Knowledge base?
FAQs are flat file oriented methods of finding answers to frequently asked questions.
Traditional Knowledgebase gives 1 to many options. Meaning that for one question there
could be many answers. Using semantics your goal would be to find one right answer for
that
one question.
Now you can talk to your group about “First Search Resolution” and its impact on
customer satisfaction. You reduce costs by reducing phone calls, chats or emails. We
have seen upwards of a 20% reduction in calls from customer searching on companies
websites.

5. Company Confidential - Copyright (C) 2009-2013 Coginov, inc.
enabling corporate intelligence
How to Engage them
The Virtual Agent
What if your knowledgebase can speak and interact with your
customers?
By Integrating this same very tool set to an Avatar you now
have an active agent 24 by 7 who will never complain, need a
break or ask for a raise.
Your company avatar can react with a frown when it does not
have an answer or can smile when it does.

6. Company Confidential - Copyright (C) 2009-2013 Coginov, inc.
enabling corporate intelligence
AnswerClick AI Assistant
As more and more customers go online first for answers and information, they expect quick easy
and complete answers to their questions…the kind of online experience that FAQ’s and site search
tools just can’t deliver.
It’s time to give your customers exactly want they want, the channels they often go to first,
AnswerClick lets visitors to your website ask any question in natural language immediately
engaging them in a dynamic automated conversation that delivers the one right answer to every
Question and other connected information such as top related questions are instantly provided on
the same screen, it’s an engaging dynamic environment to provide your customers with their very
own online website host.
Automating the web self-service experience like this takes what use to be a frustrating and largely
unsuccessful search for information and transforms it to into an automated conversation that
delivers the right answers instantly. The result: Faster resolutions, and more opportunities to lead
satisfied customers towards positive decisions.
AnswerClick self-service technology is also available for your mobile and social channels and can
even be used by your contact center agents for one hundred percent consistent customer
experiences across all channels.

7. Company Confidential - Copyright (C) 2009-2013 Coginov, inc.
enabling corporate intelligence
AnswerClick™ product features include: the very latest linguistic and semantic analysis technology Handles
customers’ questions in Natural Language Create a relationship with your clients in real-time based on dialogue
and understanding, 24 X 7 ONE QUERY = ONE ANSWER A virtual agent is an interactive system built on a Q&A base
created from your company’s own data Support multiple types of answers: short, hyperlinks, push a related web
site, or give a suggestion of related answers Answers can be linked to standard documents (word, pdf, web form),
or multimedia (video, animation, image) The Assistant can adopt different facial expressions, depending on the
type of answer found
The knowledge base and statistic management module provide an easy and straight forward way in managing the on
going customer relationship
The benefit of AnswerClick™ in your business:
• Immediate ROI, reduction in direct inquiries by more than 20%
• Improves customer retention, satisfaction, and helps you make sales
• Ensures consistent answers
• Can accessed and shared across your contact center
• Available 24 hours a day, 7 days a week
• With 24 X 7, studies show 200% to 300% increase in customer satisfaction (source: Forester)
• Available in English, French, or Spanish
• Aligned with your product , marketing, and customer service strategies
• Continuously learn and evolves with your customer needs
Features/Benefits

8. Company Confidential - Copyright (C) 2009-2013 Coginov, inc.
enabling corporate intelligence
Coginov AnswerClick™, represents one of the first fully productized implementations of Coginov’s industry-leading semantic
natural language processing and discovery platform. AnswerClick™, radically improves call center quality and efficiency,
automating customer chat responses based on learned queries and continuously indexed and connected answers.
Coginov AnswerClick™, can predict related answers and questions for a pleasant, intuitive customer service experience.
Implementation is quick, and statistics and reports of questions and answers allow administers to bring the AnswerClick™
agent up-to-date to build the intelligence and responses directly into the solution.
• Measure the effectiveness of content placement and site design by understanding why different segments of users behaved differently
on any page
• Optimize landing pages re-live the experience of users to understand why they clicked on links
• Ensure that visitors to your site easily find content, links, etc. efficiently and without struggle even for dynamic, rich internet content
and videos.
• Highly Visual Segmentation & Ability to Drill Down to Understand Why
• Improve conversion rates optimize page flows by discovering sources of struggle down to specific form fields
• Get insight into why some customers behave differently by drilling down into reports to see the behavior of an individual customer.
• Understand different customers segments and behaviors by comparing the behaviors of individual customers in different segments.
Measurable Benefits

9. Company Confidential - Copyright (C) 2009-2013 Coginov, inc.
enabling corporate intelligence
Deployment methods
Customer Facing – Website Deployment
If you have customers, they have questions, and more and more people are looking to your website for the
answers.
Agent Facing – Internal deployment
If you need a consistent message delivered to customers you can provide the tool to your agents through an
intranet
Site.
•Reduces training time and increases first call resolution all within a very short implementation time
•provides visually rich context that allows companies to obtain rapid and actionable insights which can be
used to
•optimize page content and placement
•Ensures that key information and messages are seen by customers.
Integration options
Chat tools
Email
Social Media
Mobile App

10. Company Confidential - Copyright (C) 2009-2013 Coginov, inc.
enabling corporate intelligence
Customer engagement is changing to allow for multiple channels of communication with the same
engine and technology that drives major Big Data Initiatives.
Bigdata is all about volume, variety, velocity of data
90% of the data created in 2012 was unstructured
The customer engagement process is being impacted by big data
• Need to unify monitoring and processes
• Need to add automated process & intelligence
• Need to integrate semantics and NLP technologies
These technologies have amazing ROI and are accessible to any size company
Conclusion

11. Company Confidential - Copyright (C) 2009-2013 Coginov, inc.
enabling corporate intelligence
CORPORATE HEADQUARTERS
Coginov is located in the beautiful Château St-Ambroise, right by
Atwater Market, near the Lachine Canal, just 10 minutes from
downtown and 7 minutes from the Cité du Multimédia.
4000 St-Ambroise St. Suite 375
Montreal QC, H4C 2C7
T 514.933.7495
F 514.933.8520
Toll Free : 1.877.288.3736 (Canada, US)
Please email us at : api@coginov.com
Media Contact : media@coginov.com
US Sales office: 877.499.7012
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