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, MACHINE LEARNING: KNOWLEDGE FOR THE MASSES Matt Seaman VP Customer Success
, MACHINE LEARNING: KNOWLEDGE FOR THE MASSES Matt Seaman VP Customer Success
KCS FOUNDATION
600+ knowledge workers
24 FTE managing knowledge
44 Knowledge Domain Experts
118,000 public articles
201,000 total articles
Questions
Online
Knowledge Centered Service
Dynamic Content in the Customer’s Workflow
2011 2016
155,000
108,000
139,000
615,000
10 % 469 %
0.9 % deflection in Case Logger
Questions 155,000 139,000 10 %
0.9 % deflection in Case Logger
“Search” technology does not work well
Dylan A neural network that learns patterns of words and assigns vectors
5 Years of Case Descriptions
Natural language
Engineers’ Associations with Articles
Customer description PTC Knowledge Article
Dylan
“Please help poor performance” Bing Translator into Klingon
33% deflection w/Dylan
0.9 % Deflection pre/Dylan
21,500 Cases resolved
20% Cases reduction
November 2016 January 2018
35% Dylan accuracy rate
Ini$alsuccessdroveanonlineexperienceredesign
Dylan
90% of the data in the world has been created in the last
2 years
Machine Learning driving customer’s success
User to corporate level knowledge recommendations
Driving a new education content consumption model
Digital voice of the customer to listen at scale
Predicting Churn risks
Guiding expansion opportunities
