CrowdCare Now Delivering Enterprise Search as a Turnkey Service to Radically Improve the Customer Self-Care Experience with 50% of Questions Automatically Answered

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Wysdom is the support layer for the IoT helping carriers and service providers lower costs and improve NPS

We set out to build a great search technology, combining NLP with context, to answer the IoT customer support challenge. What we found was the technology combined with a full turnkey knowledge management process was far more powerful than imagined.

CrowdCare Corporation, provider of Enterprise Search as a Turnkey Service for carriers and IoT service providers, is pleased to announce the Wysdom solution now automatically answers more than half of all customer questions. After more than a year of system training using analytics to identify the most common customer questions, a team of dedicated knowledge specialists have been able to get the system to answer more than 50% of all inbound customer natural language questions.

With the top 30,000 questions already understood by the Wysdom solution, customers can quickly get answers to their natural language queries. Customers do not have to do an extensive search through other resources or call into a contact center to get these questions answered about the devices and services they use. With 85% of customers preferring to use self-care powered by Wysdom over contacting a live rep, customer support costs are lowered and net promoter scores (NPS) increased for carriers and IoT service providers.

Wysdom was designed to be the support layer for the Internet of Things (IoT), supporting virtually any piece of connected hardware through a combination of better search technology and a full turnkey knowledge service that continuously feeds the knowledgebase on behalf of our customers. The goal of providing personalized answers for the billions of questions customers have about their devices and services can clearly be achieved with this unique combination of technology and service.

“We set out to build a great new piece of search technology, combining NLP with context, to answer to the IoT customer support challenge”, says Ian Collins, CEO and Co-Founder of CrowdCare. “What we found was that the technology combined with a full turnkey knowledge management process was far more powerful than imagined. By connecting the actual stream of customer questions and behavior directly with a team of knowledge specialists, we were able to deliver results far beyond expectations.”

On the search front, the Wysdom solution combines the latest in natural language processing (NLP) technologies with massive amounts of data used as context from billing, accounts, the network and the devices. The analytics-driven knowledge management process is a perfect compliment and is enabled by this technology. The dedicated Wysdom knowledge team uses the stream of inbound customer behavior to continuously improve the knowledge on behalf of customers.

The multi-lingual Wysdom solution is a full-turn key service for carriers and service providers. Seamless support is provided across all customer care channels including mobile apps, websites, social media and retail locations. The automated centralized IoT knowledgebase uses real customer questions to get smarter everyday and links with other tools to move across multiple touchpoints and gain real time customer insights.

CrowdCare will be at Mobile World Congress next week in Barcelona at Hall 7 Stand 7K50 to meet with forward-looking carriers and service providers and discuss transforming their customer care initiatives with the Wysdom solution.

About CrowdCare

CrowdCare is a fast growing technology company committed to creating the best customer self-care experiences on the planet. By providing the world’s most advanced care and support solutions for connected devices, CrowdCare helps mobile carriers and IoT providers increase customer satisfaction and lower their service costs. The Wysdom solution is a turnkey Enterprise Search as a Service solution that combines better search technology with a full knowledge management service.

Media Contact: Tammy Exner / Quexor Group Inc. / texner(at)quexor.com / 587.228.1078

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Tammy Exner
CrowdCare
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