Talking about 'minerva' - Information Management System by Carver Advanced Systems

Information Management
minerva customer channel
CARVER ADVANCED SYSTEMS
C/ París, 184 4º 08036 Barcelona Tel. 93 238 58 80 Fax. 93 238 58 81
info@carver-as.com www.carver-as.com
Sector Asegurador
Perfil Compañía
Presencia en el sector
París, 184 4º 08036 Barcelona Tel. 93 238 58 80 Fax. 93 238 58 81
‘minerva’ – Information Management
March 2014

minerva - Information Management
 Index
• Initial Approach – Information Management -The Challenge
• Proposed Solution
- ‘minerva’ – Our Proposal
- ‘minerva’ – Infrastructure
- ‘minerva’ Web Assistant
o How does it work?
o Assistance to Call Centers
o Process Graph
o Benefits
- ‘minerva’ Text Classifier
o How does it work?
o Process Graph
o Benefits
- ‘minerva’ BackOffice Features

 Initial Approach – The Challenge
Two of the most usual information management issues, at many companies:
• improving search tools to find contents in a more accurate and easy way:
o for website visitors
o for call center users
• managing the huge amount of incoming emails and faxes that need to be
classified among different departments

 ‘minerva’ – Our Proposal
At Carver Advanced Systems we have developed 'minerva’, a product line
specialized in Information Management.
• ‘minerva’ is a Web Assistant, and also a Text Classifier Engine
As a Web Assistant ‘minerva’ improves:
• user experience in finding information through the website
• feedback about users needs & trends
• managing contents of the website
• customer support provided from the call center
and as a Text Classifier Engine ‘minerva’ improves:
• managing and classifying non structured texts (emails, documents…)

System
Management
Knowledge Base
FAQs, Web Contents, Intranet Contents, Policies Conditions, Classification Criteria, Documents, Incoming eMails…
BackOffice
Managing Tools:
. Classification
criteria
. Business
Synonymy
. Ontologies
Dashboard
-
Activity Log
User Interaction
Analysis
-
Trends & needs
Assisted chat
with web users
-
Specialized
interface for
different kinds
of users &
channels
User Context
-
Conversation
Management
Semantic
Search Engine
OCR
-
Text Mining
-
Language
Analytics
Semantic
Discriminator
-
Text
Disambiguation
-
Business
Context
Classification
Result Manager
-
Normalized
Items
-
Image to Text
System
Management
Knowledge Base
FAQs, Web Contents, Intranet Contents, Policies Conditions, Classification Criteria, Documents, Incoming eMails…
BackOffice
Managing Tools:
. Classification
criteria
. Business
Synonymy
. Ontologies
Dashboard
-
Activity Log
User Interaction
Analysis
-
Trends & needs
Assisted chat
with web users
-
Specialized
interface for
different kinds
of users &
channels
User Context
-
Conversation
Management
Semantic
Search Engine
OCR
-
Text Mining
-
Language
Analytics
Semantic
Discriminator
-
Text
Disambiguation
-
Business
Context
Classification
Result Manager
-
Normalized
Items
-
Image to Text
Módulo minerva MTC‘minerva’ Engine
Call
Center
Public
Website
Wikis
twitter
Non structured texts
eMails, documents, …
 ‘minerva’ - Infrastructure

minerva - Information Management – Web Assistant
 How does ‘minerva’ Web Assistant work?
‘minerva’ Web Assistant guides users in navigation and localization of content on
a Website, quickly and effectively through the use of natural language.
‘minerva’ Web Assistant provides:
• search engine
• + semantic level + natural language + business synonymy
• + conversational level
Functional Features:
• Natural Language
• Tolerates spelling and typographical mistakes
• Multilingual
• User interaction in chat format
• Able to express emotions in the replies to the user
• Can take the initiative in the conversation if it’s necessary (for example, in case
of user complaints)
• Automatic costumer satisfaction registering
• Manages offensive language
‘minerva’ is EASY to implement, to maintain & to develop new features

 Assistance to Call Centers
‘minerva’ has special features for Call Center users:
• Information about previous phone calls made by customers, with the
satisfaction level recorded
• Text box to include notes taken by the user
• Text box accessing to the search engine
• Using the same search engine and the same contents that Website users
‘minerva’ registers a log with the session data, the conversation and the
notes taken by the user.

 Process Graph
I/O
Channel
Manager
‘minerva’ Web Assistant
Conversation
Manager
(incoming text)
• Input Channel
• Morpho-Syntactic
Analysis
• Typographical &
Spelling Tolerance
•Context Analysis
• Conversacional Thread
Conversation Manager
• processing the answer
• customizing output channel
• managing conversational thread
• satisfaction level
• emotions
Engine Core
D.B. Knowledge
Business Concepts,
Synonyms,
Text disambiguation
Conversational features
Website &
intranet
User Interface
Call Center
Special User
Interface

 Benefits of using ‘minerva’ Web Assistant
• Cost savings: less phone calls to the Call Center, as website users find more easily
the contents and they don’t need to call
• Homogeneous answers: ‘One Question, One Answer’
- Using the same search engine all the questions are accessing to the same
repository
- Users can trust that ‘minerva’ provides one accessible, consistent, reliable
answer to their question
• Not require special training for Call Center users
• Control and continuous improvement of content quality:
- Identifying trends
- Analyzing conversation logs

minerva - Information Management – Text Classifier
 How does it work ‘minerva’ Text Classifier?
‘minerva’ Text Classifier analyses unstructured texts for its automatic classification.
It is intended for companies who need to identify, extract and categorize large volumes
of data from information systems and text documents without structure.
‘minerva’ Text Classifier provides:
• Text Analytics: identifies business concepts
- semantic level + natural language + business synonymy
• Classifies information
Benefits
• More efficiency
- Managing more incoming emails with less resources
- More texts classified in less time
- More outgoing classification groups
• Improvement of service quality
• Easy to maintain new classification rules

‘minerva’ Text ClassifierApplication
management
Incoming
docs and
emails
BackOffice – D.B. knowledge update
Maintenance of classification groups, tags, channels,
normalized data.
Operation
Output
Knowledge
management
100%
Operation Input
20% cataloging
changes
Users
80% (correct)
20% (doubtful)
100% (classified information)
20% (adjust settings + new concepts)
in/out
D.B. Knowledge
Business Concepts
Synonyms,
Typographical tolerance,
Text disambiguation
 Process Graph
minerva - Information Management – Text Classifier

minerva - Information Management – BackOffice
 ‘minerva’ BackOffice - Features
Customizing assistant behavior:
• Response template configuration
• Managing different ways to start the conversation
• Keeping business synonymy
• Introduction of frequently asked questions
• Managing search concepts non-indexed automatically + access to other sites
Monitoring conversations
Statistical Information

Talking about 'minerva' - Information Management System by Carver Advanced Systems

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