This article was originally published on Information Management.
A big congrats to our longtime strategic partner Atos who was named a leader in the Magic Quadrant for Managed Workplace Services (MWS). Gartner calls out Sinequa as a key supporting technology.
Gartner’s Magic Quadrant for MWS, North America, recognizes leaders in enabling sourcing and vendor management leaders to select the right partner in the rapidly changing market, which focuses on using MWS to increase staff engagement, drive productivity and enable digital benefits.
As a recognized global leader in digital transformation, Atos provides an end-to-end solution to transform the employee experience. By combining skills tightly, from advisory to consulting and design thinking through to business and vertical solutions, including applications to the digital workplace platform, Atos has the skills in place to offer a complete solution to our joint customers to deliver an end-to-end workspace transformation. In terms of Cognitive technologies, Atos differentiates itself by integrating Sinequa’s insights engine. The partnership brings together Sinequa’s cognitive search & analytics platform and Atos’s business consulting and IT services expertise to change the way people access applications, data and help, improving end user productivity and user experiences, whilst reducing cost and ensuring security and compliance.
We are excited to be working with a leading system integrator recognized for setting the tone in the digital workplace space and can’t wait to see where our partnership takes us in the future.
People at these digital workplaces need information, not just data. While information must often be comprehensive to be valuable – like in a 360° view of a customer – it must also be relevant. People have no time to sift through tons of information to get to the insights that guide their actions. To help organizations sift through the abundance of information, data coverage must be total, and the delivery of insight must be intelligent and selective. This delivery of information must also match the expectations of today’s digital worker, who wants answers in seconds rather than hours or even minutes.
In this new generation of the digital workforce, there are certain tips that address the challenges of catering to this always connected society, including being proactive in delivering information and tackling unstructured data.
The quest for actionable insights and answers from within vast troves of data is neverending within the modern enterprise. There’s good reason for that – it is the end goal of all information work – but the process is anything but optimized. Global analytics firm Forrester revealed as much in a 2017 report, which found that more than 54% of global information workers are interrupted from their work a few times or more per month by time wasted trying to gain access to information, insights, and answers.
It’s a problem that goes far beyond the limitations of conventional enterprise search technology – it’s a Sisyphean challenge, thanks to the sheer volume of data being created every single second.
“As organizations in data-intensive industries strive to create value, enhance customer experiences, and differentiate themselves from their competition, they are placing demands on their knowledge workers in unprecedented ways,” explains Laurent Fanichet, VP of Marketing for Sinequa. “Frequently, the data and knowledge they are looking for is isolated, segmented, and fractured. It’s difficult to surface the right information at the right time to see the patterns in the data.”
Fanichet has a clear grasp on the key problem Sinequa, an independent software vendor specialising in cognitive search & analytics, is trying to address. In its recent report, Forrester Wave: Cognitive Search and Knowledge Discovery Solutions, (Q2 2017), Forrester defines cognitive search as ‘the new generation of enterprise search that employs AI technologies such as natural language processing and machine learning to ingest, understand, organize, and query digital content’ – and, in the same report, go on to highlight Sinequa for the applications of their NLP technology in enterprise search.
The kind of cognitive search and analytics platform Sinequa offers, Fanichet explains, refers to an information system that is capable of automatically extracting relevant insights from diverse enterprise datasets for users within a specific work context. “Cognitive search brings the power of AI to enterprise search,” he says. “It helps organizations in data-intensive industries to become information driven.”
A recent IBM Watson report highlights the applications of cognitive search in the aerospace sector. One company uses these enhanced search capabilities “to improve supply chain visibility and reduce cycle time, saving millions of dollars on critical parts deliveries.” Furthermore, the system enables aircraft technicians to search through “reams” of maintenance records and technical documentation. “Now, if a worker needs to know what’s causing high hydraulic oil temperatures, the [cognitive solution] identifies historical cases with similar circumstances, finding patterns that point to the root cause of the overheating.” The report goes on to note that the solution in question saves the airline manufacturer up to $36 million per year.
Cognitive search and analytics likewise has its applications in the health and pharma sector. AI Business recently spoke to Karenann Terrell, GlaxoSmithKline’s first ever Chief Data and Analytics Officer, and former CIO of Walmart. She explained that a big component of what it takes to develop medicine can benefit from next-generation computing and machine learning. “Approximately 1/3 of the total cost of developing a medicine (>$2.5bn) is spent during the time it takes from identifying your target (the process in the body that you want to affect) to testing your molecule in humans for the first time,” she explained. “This process can take around five years. [GSK’s] goal with artificial intelligence is to reduce this time to just one year in future.”
“These are just a few of the many business areas where surfacing the information from within their data can drive better decisions,” Fanichet argues. He explains that cognitive search and analytics also have a range of powerful potential applications within customer service, enabling organizations to:
- Provide personalized and highly relevant communication to their customers
- Nurture customer relationships and prevent customer churn
- Improve productivity, reduce operating expenses, and gain operational efficiencies
- Minimize customer service representative turnover and knowledge loss
The Challenges Ahead for Cognitive Search
The potential use cases speak for themselves, but that doesn’t mean there aren’t challenges ahead for enterprises looking to incorporate cognitive search technology into their work. While working with clients, Fanichet explains, Sinequa helps them to understand that there are a set of common machine learning challenges along the path ahead. Expertise is often the first hurdle, but he maintains that there are many different types of AI implementation challenge. “Assuming that enterprises are able to resolve a dearth of expertise, there are still other challenges – most of which are specific to the type of AI being pursued.”
Take supervised machine learning, where the system learns to recognize patterns by observing ‘correct’ patterns provided by humans. “The greatest challenge is around providing sufficiently labelled training datasets from which the system can learn,” Fanichet explains. This is something Matt Buskell highlights in his ‘10 keys to AI implementation‘, recommending that following the initial loading of data and knowledge base, the system needs to go through a phase of refinement once the software has launched. “During this phase, things like gain and variance for Machine Learning, or intent training for NLP and maybe model refinement to cognitive reasoning need to be improved. During this phase, it is essential to carefully release the software and measure how well it’s performing over a 6-12 week period, at the least.”
Fanichet likewise highlights the obstacles unique to unsupervised machine learning, in which the system identifies existing patterns and a human determines their usefulness. “The greatest challenge is balancing the system’s need for sufficient data with the proper human guidance and interpretation needed to train the system,” Fanichet argues. This is as much an issue of skills and process culture as it is technical expertise, and is reflected in a recent Genpact survey of over 300 senior executives, which argues “AI cannot be implemented piecemeal. It must be part of the organisation’s overall business plan, along with aligned resources, structures, and processes.” Collaboration is therefore key.
Finally, there’s a need to formulate clear goals and outcomes, Fanichet says. “When pursuing reinforcement learning, where the system makes many attempts and learns from the outcome to take better actions, the greatest challenge is providing the system with a defined goal and sufficient practice in a dynamic environment so that the system can effectively learn from trial and error.”
Sinequa Brings the Power of AI to Enterprise Search
Fanichet believes Sinequa offer a range of unique intelligent capabilities within the analytics space:
- Robust Indexing Engine: “If cognitive search was all about matching a keyword, a single index would suffice. The best results are obtained when multiple indexes are combined, each providing a different perspective or emphasis, providing a comprehensive overview of the information available. This provides the best possible understanding of the meaning it carries.”
- Enterprise Grade: “Sinequa was designed from the start to support the complexities and multiple security layers of today’s enterprises. It was also designed to be immersed in diverse enterprise environments and can operate within the context of a specific industry and the language of the specific organization.”
- Topically Aware: “Connecting information along topical lines across all repositories surfaces the collective expertise of the organization and makes it transparent. This is especially valuable in large organizations that are geographically distributed. By connecting people with expertise, the overall responsiveness of the organization increases.”
- Natural Language Processing: “Sinequa’s world-class NLP offers automated language detection; lexical and syntactical analysis; and automatic extraction of dozens of entity types, including concepts and named entities like people, places, companies, etc. It also supports text mining agenda that is integrated into the indexing engine. This enables the extraction of virtually any function, relationship, or complex concept from the content.”
- Machine Learning: “Sinequa leverages ML to enhance and improve search results and relevancy. This is done during ingestion but also constantly in the background as humans interact with Sinequa. It has become an essential part of the platform since it can handle complexity beyond what’s possible with rules.”
- Well Designed User Experience: “Sinequa’s front-end serves as an intelligent agent that employees can consult for institutional knowledge that can be readily applied to the task or situation at hand. The experience is well designed in the sense that it is aesthetically pleasing, it is understandable in that it makes use of the user’s intuition, it is unobtrusive, and perhaps most importantly, it is contextual to the user’s goals.”
- Ubiquitous Connectivity: “Sinequa’s product comes with over 160 ready-to-use connectors, all of which were developed in-house, thus ensuring consistency, quality control, and high performance.”
This article was originally published on RT Insights.
Streamlining sales and customer data eliminates the burden learning and mastering multiple applications — increasing agility and reducing operating expenses.
In an increasingly sophisticated economy where customers are inundated with options, sales forecasting is challenging, and achieving revenue goals is even harder.
Sales teams are constantly trying to identify lucrative target markets, close more deals and shorten sales cycles. Companies must become information-driven by equipping their sales team to be nimble, efficient and knowledgeable to focus on sales opportunities with the highest chance of success. Whether it’s lead generation, ecommerce or direct sales, sales teams need the power of relevant and timely information more than ever.
Access to information isn’t enough to optimize sales
With information in the typical global enterprise scattered across a growing digital landscape, including CRM, ERP and myriad internal and external repositories and applications, harnessing it can be a tremendous challenge. Mere access to this information is pointless if it is not timely and relevant. Successful information-driven organizations have learned how to address this issue, fueling sales productivity and increasing revenues as a result.
Every sales leader, regardless industry, faces these challenges:
- Increase average deal size and drive top line revenue.
- Shorten sales cycles and increase close rates.
- Increase the number of net new customers.
- Capture as much business as possible from existing customers.
- Train new reps to become effective in their new roles as quickly as possible.
While high-performing corporations expect their sales teams to accomplish the following:
- Maximize contract value and increase revenues.
- Make informed strategic decisions.
- Anticipate and respond faster to customer needs.
- Create a thriving business based on thorough understanding of key clients.
- Know what markets to target and who the players are within an organization.
- Fuel higher operational efficiencies.
5 ways information gives you a competitive advantage
With these challenges and expectations in mind, here are five examples of how information-driven sales teams are leveraging modern data analytics technologies to improve their effectiveness and creating distinctive competitive differentiation for their organizations:
- Seamlessly aggregating and integrating all the company’s diverse data repositories toward delivering relevant, real-time information to sales teams around the world.
- Providing a comprehensive view of every customer interaction within their organization from a single access point, even if the basic data is stored in separate systems and databases. This helps maximize contract value by providing sales professionals with the visibility to better understand the customer’s overall needs in order to customize offers and services.
- Delivering unified information at both the contact and company level to enable information-driven sales teams to prioritize where they spend their time and energy to develop better relationships with their prospects. This includes the business drivers of senior leadership, the latest public financial information, changes in key management, buying behaviors relevant to cross-selling other products and more.
- Contextualizing information by product or by territory. Based on a sales group or individual profile, the information is automatically filtered by product and/or territory assignment.
- Enabling easy collaboration and knowledge-sharing uniformly across disparate silos of information. This promotes knowledge transfer among sales reps, helps surface important content, simplifies training and reduces the learning curve as new hires get up to speed quickly.
Optimize sales data for real cost and time savings
Eliminating the need to navigate multiple systems and databases to find information simplifies the sales process and creates a highly productive and efficient environment where sales professionals thrive. This translates to real cost and time savings.
Take technology vendors, for example, a group that Forrester Research found spends close to 20 percent of their selling, general and administrative (SG&A) costs — more than $135,000 per quota-carrying salesperson — on support-related activities.
By streamlining sales and customer data, information-driven sales organizations eliminate the burden and time consumption of learning, retention and mastery of multiple applications, thereby increasing agility and reducing operating expenses. This creates a critical competitive differentiator as it frees up sales teams to elevate their performance toward maximizing contract values, making informed strategic decisions and responding faster to client needs.
Many customers that use Box for cloud content management are typically large, geographically distributed organizations. The four scenarios below describe common ways that Sinequa helps these customers leverage their enterprise information to become information-driven.
Identify Knowledge & Expertise
Leverage 360º Views