Big Data and Customer Service: A Guide to Call Center Analytics

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In today’s ultra competitive business world, mobile technology, social media have made the customer king. No longer is it enough for a company to have quality products and services

Spotlight

FORMCEPT

FORMCEPT is a Unified Data Analysis platform that helps Enterprises to get actionable insights from their data faster, thereby, significantly reducing the time taken to convert data into decisions. It not only provides a unified interface for storing and querying datasets but also provides batch processing, stream processing and interactive analysis out of the box. It is built on top of NoSQL technologies, like- HDFS, HBase for storage, systems like Map-Reduce, Spark, Shark and Storm for data processing and utilizes the power of graph database, key-value store and index store to provide a seamless experience for the end users.

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Is Augmented Analytics the Future of Big Data Analytics?

Article | August 3, 2021

We currently live in the age of data. It’s not just any kind of data, but big data. The current data sets have become huge, complicated, and quick, making it difficult for traditional business intelligence (BI) solutions to handle. These dated BI solutions are either unable to get the data, deal with the data, or understand the data. It is vital to handle the data aptly since data is everywhere and is being produced constantly. Your organization needs to discover any hidden insights in your datasets. Going through all the data will be doable with the right tools like machine learning (ML) and augmented analytics. According to Gartner, augmented analytics is the future of data analytics and defines it as: “Augmented analytics uses machine learning/artificial intelligence (ML/AI) techniques to automate data preparation, insight discovery, and sharing. It also automates data science and ML model development, management, and deployment.” Augmented analytics is different from BI tools because ML technologies work behind the scenes continuously to learn and enhance results. Augmented analytics facilitates this process faster to derive insights from large amounts of structured and unstructured data to gain ML-based recommendations. In addition, it helps to find patterns in the data that usually go unnoticed, removes human bias, and allows predictive capabilities to inform an organization of what to do next. Artificial intelligence has brought about an augmented analytics trend, and there has been a significant increase in the demand for augmented analytics. Benefits of Augmented Analytics Organizations now understand the benefits of augmented analytics which has led them to adopt it to deal with the increasing volume of structured and unstructured data. Oracle identified top four reasons organizations are opting for augmented analytics: Data Democratization Augmented data science availability to everyone has become a possibility thanks to augmented analytics. Augmented analytics solutions come prebuilt with models and algorithms, so data scientists are not needed to do this work. In addition, these augmented analytics models have user-friendly interfaces, making it easier for business users and executives to use them. Quicker Decision-making You will receive suggestions and recommendations through augmented analytics about which datasets to incorporate in analyses, alert users with dataset upgrades, and recommend new datasets when the results are not what the users expect. With just one click, augmented analytics provides precise forecasts and predictions on historical data. Programmed Recommendations Natural language processing (NLP) is featured on the augmented analytics platforms enabling non-technical users to question the source data easily. Interpreting the complex data into text with intelligent recommendations is automated by natural language generation (NLG), thus speeding up the analytic insights. Anyone using the tools can find out hidden patterns and predict trends to optimize the time it takes to go from data to insights to decisions using automated recommendations for data improvement and visualization. Non-expert users can use NLP technology to make sense of large amounts of data. Users can ask doubts about data using typical business terms. The software will find and question the correct data, making the results easy to digest using visualization tools or natural language output. Grow into a Data-driven Company It is more significant to understand data and business while organizations are rapidly adjusting to changes. Analytics has become more critical to doing everything from understanding sales trends, to segment customers, based on their online behaviors, and predicting how much inventory to hold to strategizing marketing campaigns. Analytics is what makes data a valuable asset. Essential Capabilities of Augmented Analytics Augmented analytics reduces the repetitive processes data analysts need to do every time they work with new datasets. It helps to decrease the time it takes to clean data through the ETL process. Augmented analytics allows more time to think about the data implications, discover patterns, auto-generated code, create visualizations, and propose recommendations from the insights it derives. Augmented analytics considers intents and behaviors and turns them into contextual insights. It presents new directions to look at data and identify patterns and insights companies would have otherwise missed out on completely- thus altering the way analytics is used. The ability to highlight the most relevant hidden insights is a powerful capability. Augmented analytics, for example, can help users manage the context at the explanatory process stage. It understands the values of data that are associated with or unrelated to that context, which results in powerful and relevant suggestions that are context-aware. Modern self-service BI tools have a friendly user interface that enables business users with low to no technical skills to derive insights from data in real-time. In addition, these tools can easily handle large datasets from various sources in a quickly and competently. The insights from augmented analytics tools can tell you what, why, and how something happened. In addition, it can reveal important insights, recommendations, and relationships between data points in real-time and present it to the user in the form of reports in conversational language. Users can have data queries to get insights through the augmented analytics tools. For example, business users can ask, “How was the company’s performance last year?” or “What was the most profitable quarter of the year?” The systems provide in-depth explanations and recommendations around data insights, clearly understanding the “what” and the “why” of the data. It enhances efficiency, decision-making, and collaboration between users and encourages data literacy and data democracy throughout an organization. Augmented Analytics: What’s Next? Augmented analytics is going to change the way people understand and examine data. It has become a necessity for businesses to survive. It will simplify and speed up the augmented data preparation, cleansing, and standardization of data, thus assist businesses to focus all their efforts on data analysis. BI and analytics will become an immersive environment with integrations allowing users to interact with their data. New insights and data will be easier to access through various devices and interfaces like mobile phones, virtual assistants, or chatbots. In addition, it will help decision-making by notifying the users of alerts that need immediate attention. This will help businesses to stay updated about any changes happening in real-time. Frequently Asked Questions What are the benefits of augmented analytics? Augmented analytics helps companies become more agile, gain access to analytics, helps users make better, faster, and data-driven decisions, and reduces costs. How important is augmented analytics? Augmented analytics build efficiency into the data analysis process, equips businesses and people with tools that can answer data-based questions within seconds, and assist companies in getting ahead of their competitors. What are the examples of augmented analytics? Augmented analytics can help retain existing customers, capitalize on customer needs, drive revenue through optimized pricing, and optimize operations in the healthcare sector for better patient outcomes. These are some of the examples of the use of augmented analytics. { "@context": "https://schema.org", "@type": "FAQPage", "mainEntity": [{ "@type": "Question", "name": "What are the benefits of augmented analytics?", "acceptedAnswer": { "@type": "Answer", "text": "Augmented analytics helps companies become more agile, gain access to analytics, helps users make better, faster, and data-driven decisions, and reduces costs." } },{ "@type": "Question", "name": "How important is augmented analytics?", "acceptedAnswer": { "@type": "Answer", "text": "Augmented analytics build efficiency into the data analysis process, equips businesses and people with tools that can answer data-based questions within seconds, and assist companies in getting ahead of their competitors." } },{ "@type": "Question", "name": "What are the examples of augmented analytics?", "acceptedAnswer": { "@type": "Answer", "text": "Augmented analytics can help retain existing customers, capitalize on customer needs, drive revenue through optimized pricing, and optimize operations in the healthcare sector for better patient outcomes. 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Understanding Big Data and Artificial Intelligence

Article | August 3, 2021

Data is an important asset. Data leads to innovation and organizations tend to compete for leading these innovations on a global scale. Today, every business requires data and insights to stay relevant in the market. Big Data has a huge impact on the way organizations conduct their businesses. Big Data is used in different enterprises like travel, healthcare, manufacturing, governments, and more. If they need to determine their audience, understand what clients want, forecast the needs of the customers and the clients, AI and big data analysis is vital to every decision-making scenario. When companies process the collected data accurately, they get the desired results, which leads them to their desired goals. The term Big Data has been around since the 1990s. By the time we could fully comprehend it, Big Data had already amassed a huge amount of stored data. If this data is analyzed properly, it would reveal valuable industry insights into the industry to which the data belonged. IT professionals and computer scientists realized that going through all of the data and analyzing it for the purpose was too big of a task for humans to undertake. When artificial intelligence (AI) algorithm came into the picture, it accomplished analyzing the accumulated data and deriving insights. The use of AI in Big Data is fundamental to get desired results for organizations. According to Northeastern University, the amount of data in the world was 4.4 zettabytes in 2013. By of 2020, the data rose to 44 zettabytes. When there is this amount of data produced globally, this information is invaluable to the enterprises and now can leverage AI algorithms to process it. Because of this, the companies can understand and influence customer behavior. By 2018, over 50% of countries had adopted Big Data. Let us understand what Big Data, convergence of big data and AI, and impact of AI on big data analytics. Understanding Big Data In simple words, Big Data is a term that comprises every tool and process that helps people use and manage vast sets of data. According to Gartner, Big Data is a “high-volume and/or high-variety information assets that demand cost-effective, innovative forms of information processing to enable enhanced insight, decision-making, and process automation.” The concept of Big Data was created to capture trends, preferences, and user behavior in one place called the data lake. Big Data in enterprises can help them analyze and configure their customers’ motivations and come up with new ideas for the creation of new offerings. Big Data studies different methods of extracting, analyzing, or dealing with data sets that are too complicated for traditional data processing systems. To analyze a large amount of data requires a system designed to stretch its extraction and analysis capability. Data is everywhere. This stockpile of data can give us insights and business analytics to the industry belonging to the data set. Therefore, the AI algorithms are written to benefit from large and complex data. Importance of Big Data Data is an integral part of understanding customer demographics and their motivations. When customers interact with technology in active or passive manner, these actions create a new set of data. What contributes to this data creation is what they carry with them every day - their smartphones. Their cameras, credit cards, purchased products all contribute to their growing data profile. A correctly done analysis can tell a lot about their behavior patterns, personality, and events in the customer’s life. Companies can use this information to rethink their strategies, improve on their product, and create targeted marketing campaigns, which would ultimately lead them to their target customer. Industry experts, for years and years, have discussed Big Data and its impact on businesses. Only in recent years, however, has it become possible to calculate that impact. Algorithms and software can now analyze large datasets quickly and efficiently.The forty-four zettabyte of data will only quadruple in the coming years. This collection and analysis of the data will help companies get the AI insights that will aid them in generating profits and be future-ready. Organizations have been using Big Data for a long time. Here’s how those organizations are using Big Data to drive success: Answering customer questions Using big data and analytics, companies can learn the following things: • What do customers want? • Where are they missing out on? • Who are their best and loyal customers? • Why people choose different products? Every day, as organizations gather more information, they can get more insights into sales and marketing. Once they get this data, they can optimize their campaigns to suit the customer’s needs. Learning from their online habits and with correct analysis, companies can send personalized promotional emails. These emails may prompt this target audience to convert into full-time customers. Making confident decisions As companies grow, they all need to make complex decisions. With in-depth analysis of marketplace knowledge, industry, and customers, Big Data can help you make confident choices. Big Data gives you a complete overview of everything you need to know. With the help of this, you can launch your marketing campaign or launch a new product in the market, or make a focused decision to generate the highest ROI. Once you add machine learning and AI to the mix, your Big Data collections can form a neural network to help your AI suggest useful company changes. Optimizing and Understanding Business Processes Cloud computing and machine learning help you to stay ahead by identifying opportunities in your company’s practices. Big Data analytics can tell you if your email strategy is working even when your social media marketing isn’t gaining you any following. You can also check which parts of your company culture have the right impact and result in the desired turnover. The existing evidence can help you make quick decisions and ensure you spend more of your budget on things that help your business grow. Convergence of Big Data and AI Big Data and Artificial Intelligence have a synergistic relationship. Data powers AI. The constantly evolving data sets or Big Data makes it possible for machine learning applications to learn and acquire new skills. This is what they were built to do. Big Data’s role in AI is supplying algorithms with all the essential information for developing and improving features, pattern recognition capabilities. AI and machine learning use data that has been cleansed of duplicate and unnecessary data. This clean and high-quality big data is then utilized to create and train intelligent AI algorithms, neural networks, and predictive models. AI applications rarely stop working and learning. Once the “initial training” is done (initial training is preparing already collected data), they adjust their work as and when the data changes. This makes it necessary for data to be constantly collected. When it comes to businesses using this technology, AI helps them use Big Data for analytics by making advanced tools accessible and obtainable to help users gain insights that would otherwise have been hidden in the huge amount of data. Once firms and businesses gain a hold on using AI and Big Data, they can provide decision-makers with a clear understanding of factors that affect their businesses. Impact of AI on Big Data Analytics AI supports users in the Big Data cycle, including aggregation, storage, and retrieval of diverse data types from different data sources. This includes data management, context management, decision management, action management, and risk management. Big Data can help alert problems and help find new solutions and get ideas about any new prospects. With the amount of information stream that comes in, it can be difficult to determine what is important and what isn’t. This is where AI and machine learning come in. It can help identify unusual patterns in the processes, help in the analysis, and suggest further steps to be taken. It can also learn how users interact with analytics and learn subtle differences in meanings or context-specific nuances to understand numeric data sources. AI can also caution users about anomalies, unforeseen data patterns, monitoring events, and threats from system logs or social networking data. Application of Big Data and Artificial Intelligence After establishing how AI and Big Data work together, let us look at how some applications are benefitting from their synergy: Banking and financial sectors The banking and financial sectors apply these to monitor financial marketing activities. These institutions also use AI to keep an eye on any illegal trading activities. Trading data analytics are obtained for high-frequency trading, and decision making based on trading, risk analysis, and predictive analysis. It is also used for fraud warning and detection, archival and analysis of audit trails, reporting enterprise credit, customer data transformation, etc. Healthcare AI has simplified health data prescriptions and health analysis, thus benefitting healthcare providers from the large data pool. Hospitals are using millions of collected data that allow doctors to use evidence-based medicine. Chronic diseases can be tracked faster by AI. Manufacturing and supply chain AI and Big Data in manufacturing, production management, supply chain management and analysis, and customer satisfaction techniques are flawless. The quality of products is thus much better with higher energy efficiency, reliable increase in levels, and profit increase. Governments Governments worldwide use AI applications like facial recognition, vehicle recognition for traffic management, population demographics, financial classifications, energy explorations, environmental conservation, criminal investigations, and more. Other sectors that use AI are mainly retail, entertainment, education, and more. Conclusion According to Gartner’s predictions, artificial intelligence will replace one in five workers by 2022. Firms and businesses can no longer afford to avoid using artificial intelligence and Big Data in their day-to-day. Investments in AI and Big Data analysis will be beneficial for everyone. Data sets will increase in the future, and with it, its application and investment will grow over time. Human relevance will continue to decrease as time goes by. AI enables machine learning to be the future of the development of business technologies. It will automate data analysis and find new insights that were previously impossible to imagine by processing data manually. With machine learning, AI, and Big Data, we can redraw the way we approach everything else. Frequently Asked Questions Why does big data affect artificial intelligence? Big Data and AI customize business processes and make better-suited decisions for individual needs and expectations. This improves its efficiency of processes and decisions. Data has the potential to give insights into a variety of predicted behaviors and incidents. Is AI or big data better? AI becomes better as it is fed more and more information. This information is gathered from Big Data which helps companies understand their customers better. On the other hand, Big Data is useless if there is no AI to analyze it. Humans are not capable of analyzing the data on a large scale. Is AI used in big data? When the gathered Big Data is to be analyzed, AI steps in to do the job. Big Data makes use of AI. What is the future of AI in big data? AI’s ability to work so well with data analytics is the primary reason why AI and Big Data now seem inseparable. AI machine learning and deep learning are learning from every data input and using those inputs to generate new rules for future business analytics. { "@context": "https://schema.org", "@type": "FAQPage", "mainEntity": [{ "@type": "Question", "name": "Why does big data affect artificial intelligence?", "acceptedAnswer": { "@type": "Answer", "text": "Big Data and AI customize business processes and make better-suited decisions for individual needs and expectations. This improves its efficiency of processes and decisions. Data has the potential to give insights into a variety of predicted behaviors and incidents." } },{ "@type": "Question", "name": "Is AI or big data better?", "acceptedAnswer": { "@type": "Answer", "text": "AI becomes better as it is fed more and more information. This information is gathered from Big Data which helps companies understand their customers better. On the other hand, Big Data is useless if there is no AI to analyze it. Humans are not capable of analyzing the data on a large scale." } },{ "@type": "Question", "name": "Is AI used in big data?", "acceptedAnswer": { "@type": "Answer", "text": "When the gathered Big Data is to be analyzed, AI steps in to do the job. Big Data makes use of AI." } },{ "@type": "Question", "name": "What is the future of AI in big data?", "acceptedAnswer": { "@type": "Answer", "text": "AI’s ability to work so well with data analytics is the primary reason why AI and Big Data now seem inseparable. AI machine learning and deep learning are learning from every data input and using those inputs to generate new rules for future business analytics." } }] }

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How Data Analytics in The Hospitality Industry Can be Helpful?

Article | August 3, 2021

In recent years, we have seen more industries adopt data analytics as they realize how important it is. Even the hotel industry is not left behind in this. This is because the hospitality industry is data-rich. And the key to maintaining a competitive advantage has come down to ‘how hotels manage and analyze this data’. With the changes taking place in the hospitality industry, data analysis can help you gain meaningful insights that can redefine the way hotels conduct business.

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BIG DATA MANAGEMENT

Exploiting IoT Data Analytics for Business Success

Article | August 3, 2021

The Internet of Things has been the hype in the past few years. It is set to play an important role in industries. Not only businesses but also consumers attempt to follow developments that come with the connected devices. Smart meters, sensors, and manufacturing equipment all can remodel the working system of companies. Based on the Statista reports, the IoT market value of 248 billion US dollars in 2020 is expected to reach a worth of 1.6 Trillion USD by 2025. The global market is in the support of IoT development and its power to bring economic growth. But, the success of IoT without the integration of data analytics is impossible. This major growth component of IoT is the blend of IoT and Big Data - together known as IoT Data Analytics. Understanding IoT Data Analytics IoT Data Analytics is the analysis of large volumes of data that has been gathered from connected devices. As IoT devices generate a lot of data even in the shortest period, it becomes complex to analyze the enormous data volumes. Besides, the IoT data is quite similar to big data but has a major difference in their size and number of sources. To overcome the difficulty in IoT data integration, IoT data analytics is the best solution. With this combination, the process of data analysis becomes cost-effective, easier, and rapid. Why Data Analytics and IoT Will Be Indispensable? Data analytics is an important part of the success of IoT investments or applications. IoT along with Data analytics will allow businesses to make efficient use of datasets. How? Let’s get into it! Impelling Revenue Using data analytics in IoT investments businesses will become able to gain insight into customer behavior. It will lead to the crafting offers and services accordingly. As a result, companies will see a hike in their profits and revenue. Volume The vast amount of data sets that are being used by IoT applications needs to be organized and analyzed to obtain patterns. It can easily be achieved by using IoT analytics software. Competitive Advantage In an era full of IoT devices and applications, the competition has also increased. You can gain a competitive advantage by hire developers that can help with the IoT analytics implementations. It will assist businesses in providing better services and stand out from the competition. Now the next question arises: Where is it being implemented? Companies like Amazon, Microsoft, Siemens, VMware, and Huawei are using IoT data analytics for product usage analysis, sensor data analysis, camera data analysis, improved equipment maintenance, and optimizing operations. The Rise of IoT Data Analytics With the help of IoT Data Analytics, companies are ready to achieve more information that can be used to improve their overall performance and revenue. Although it has not reached every corner of the market yet, it is still being used for making the workplace more efficient and safe. The ability to analyze and predict data in real-time is definitely a game-changer for companies that need all of their equipment to work efficiently all the time. It is continuously growing to provide insights that were never possible before.

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Spotlight

FORMCEPT

FORMCEPT is a Unified Data Analysis platform that helps Enterprises to get actionable insights from their data faster, thereby, significantly reducing the time taken to convert data into decisions. It not only provides a unified interface for storing and querying datasets but also provides batch processing, stream processing and interactive analysis out of the box. It is built on top of NoSQL technologies, like- HDFS, HBase for storage, systems like Map-Reduce, Spark, Shark and Storm for data processing and utilizes the power of graph database, key-value store and index store to provide a seamless experience for the end users.

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