The annual Semantic Technology Conference (SemTechBiz) is coming up this weekend in San Francisco and it looks like “Big Data” is the big buzzword this year. I’m glad to see so much conversation about the value that semantics can bring to the big data equation, especially to the unstructured part of big data. This is where semantic technology shines, and I’m expecting to see some great examples of companies who are taking advantage of this.

We’ll be talking about one of our own customer implementations in “Semantics Goes Beyond the Call Center” on Wednesday. One of the highlights of this case is the use of semantics for customer service, and what we call Social CRM. The value of semantics in this scenario is double. It not only contributes to reduce the costs of the call center by enabling effective automatic Q&A features or classification of emails, but also means taking advantage of all of the information streams and flows of data that you have on customers, the market, etc. and using it to transform your ability to provide a new level of customer service.

The internet and social media have helped usher in a new level of expectation for (not only) customer facing organizations, and this is a sweet spot for semantics because it has an advantage of really understanding the nuances in all of the ways we communicate today.

This multi-channel approach is something that we’re seeing a lot of interest in, and, as I wrote a few posts back, it won’t be long before this is the norm.

As usual, I’ll be blogging about the show over the next few days, so stay tuned!


Author, Luca Scagliarini.

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