How was Cortical.io Support Intelligence Engine deployed at a Fortune 100 company?

Customer

Major manufacturer of computer network equipment

Goal

Reduce by 50% the manual effort required to resolve support requests

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Challenges

Presence of much non-relevant text
Complexity of support cases
Varying vocabulary and ways of describing problems
Attempts with other search systems failed in the task of quickly and consistently matching up similar support cases; searching by keyword produced poor results

Solution

Unsupervised training of the Support Intelligence Engine so that it learns the vocabulary used in the company’s support cases and product documentation
Removal of non-relevant text from support cases
Automatic learning of new vocabulary in real time
Autosuggestion of topics for support agents, to standardize support case text

Results

Relevant search results found more quickly than with previous search methods
70% reduction in average handling time of support requests

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How was Cortical.io Support Intelligence Engine deployed at a Fortune 100 company?

Customer

Goal

Challenges

Solution

Results

How does it work?