Wal-Mart Stores Inc.
The mega-retailer's latest search engine for Walmart.com includes semantic data. Big data platform that was designed in-house, relies on text analysis, machine learning and even synonym mining to produce relevant search results. Wal-Mart says adding semantic search has improved online shoppers completing a purchase by 10% to 15%. "In Wal-Mart terms, that is billions of dollars," Laney said
An insurance company wants to increase the efficiency and effectiveness of its call center representatives. Agents could not quickly identify the full extent of a customer’s mix of business, and therefore, it was hard to identify top customers who needed special attention. In addition, agents found it very time-consuming to search for call notes captured during previous calls with a particular customer and found that information that might have helped to solve the problem was not located until it was too late. Unfortunately, a growing number of customer interactions resulted in dissatisfied customers. This company implements a solution that transforms conversations from recorded calls into text. Keywords are identified and analyzed. This data is combined with historical data about the customer to identify high-priority customers who require immediate attention and to deliver a timelier and appropriate response to all customers.
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