Cognitive Method and System to Identify which SaaS Services Should be Proposed to a Customer Based on a Cognitive Analysis of Customers' Needs
Publication Date: 2016-Dec-12
The IP.com Prior Art Database
Cognitive method and system to identify which SaaS services should be proposed to a customer based on a cognitive analysis of customers' needs
Cognitive Method and System to Identify which SaaS Services Should be Proposed to a Customer Based on a Cognitive Analysis of Customers ' Needs
One of the main problems when to engage a customer is to identify which are the services that could be of interest for him. Right now, the mechanism is quite manual process where providers ask clients information or try to retrieve them from some meetings or reading documents presenting customer requirements such as requests for proposal (RFPs). The end result is a end pruning-error process. This article describes a Cognitive solution that retrieves unstructured information about the Client from many resources (ticketing systems, blogs, social networks, meeting minutes, etc.), transforms it into structured information and provides then a ranked list of possible matched services that a Provider can suggest to the Client. The solution is based on the following main components:
1. A Data Gathering Component Data are collected from a number of authorized sources, they may include
enterprise internal or external systems. Examples of internal systems are: enterprise internal social tools such as blogs and forum, ticketing systems where failures or need of support are tracked. Examples of external systems are: public social interaction tools, public blogs. The gathering of data can be achieved by using APIs provided by the different sources.
2. A Cognitive Ranking Component A cognitive component configured and trained to detect key data that may
represent for example: specific intent of a client' employee to perform a business action, specific entities recurring in the data, problems or discomfort the employees experiment during their business activities. The cognitive component detect those key data and based on predefined rules (for example number of occurrences) creates a rank that can be interpreted as a rank of needs of the enterprise's employees.
3. A Services Mapper Component The services available from a service provider are described in a data base.
They are represented with specific attributes. Those attributes are defined in conjunction with the definition of the key data the cognitive system was trained to detect. So all the information are available to map key data detected, representing needs of employees, with available services that can be offered to address the needs. The services mapper performs this activity producing a list of services that map with the...