At the core of IT.com's technology are machine learning algorithms that marry social network analysis to text analysis. This marriage makes possible perfect visibility about who is talking to whom, about what, and when – simultaneously.
Understand everything about your customers
What search engines did for the web, which was to create order and relevance to all web-based information, IT.com is doing for social network streams.
IT-Social automatically captures and categorizes social media posts in real-time and at Internet scale. This allows companies to capture ALL posts related to a company and product and browse everything that customers are saying, removing the noise that’s not important, and greatly reducing social media “blind spots”. IT.com also integrates with downstream sentiment analysis tools so that companies can also see the more simple “likes” associated with the media.
SEND YOUR KNOWLEDGE BASE BACK TO SCHOOL
IT-Service goes beyond search. It unifies all the information previously siloed - such as knowledge base articles, bug reports, closed service requests, internal social media posts, and posts from external forums and communities. Further, it delivers not only the right information to agents and customers, but also the right subject matter experts on-demand. Lastly, IT-Service employs artificial intelligence to learn which knowledge base articles best solve which service requests to improve performance over time. This results in a better overall customer experience, a greater awareness of problems as they arise, better products, and, ultimately, a better brand. Top features of IT-Service include:
Self-Learning: IT-Service removes the need to manually adjust search results because it uses artificial intelligence technology to automatically track and learn which knowledge base articles best solve which problems. See how self-learning can improve the performance of your knowledge base:
Topic Generation: IT-Service creates and maintains taxonomies automatically. It organizes all of your information into domain-specific topics to provide an always up-to-date, categorized knowledge base.
Expert Discovery: IT-Service finds and ranks experts within a topic or product area to help agents rapidly identify the top subject matter experts.
Automatic Knowledge Base Improvement: Over time, IT-Service learns which articles are hard to find and automatically makes them more transparent.
Learn more: Download the IT-Service Data Sheet
The INTELLIGENT archive
IT-Archive was built from the ground up using the latest MPP and grid computing technology to offer companies a best-of-breed email and document archiving solution.
By focusing on scalability and performance, the solution is capable of addressing and analyzing petabytes of data, while providing results for even the broadest queries in minutes – not days or weeks. Further, IT-Archive provides a bridge to Big Data analytics that can power futuristic applications such as real-time or proactive compliance.
No keywords required
IT-Discovery helps companies reduce costs in the electronic discovery (e-discovery) process and rapidly address corporate or regulatory investigations. IT-Discovery provides a level of intelligence to transform traditional information management systems and archives into "intelligent repositories". As a result, companies can perform early case assessment, cull-down data more effectively, and find facts almost immediately.
Think of any advanced search page: you have dates to enter, metadata fields to choose, key words to input, filters to apply or not, people or custodians to choose, etc. There's a better way. Instead of being forced to type in a search query, simply browse the corpus and let the relevant information find you – no keywords required.
IT-Discovery is designed to look and feel like the opposite of a search page, while giving much deeper results than could be achieved conventionally.