How it works
EpiAnalytics is the first company to combine advanced analytics using Support Vector Machines and automated Machine Learning resulting in an integrated and easy to deploy business solution. The system’s continuous learning capabilities leverage an organization’s existing service and support business process and workflow to build and validate analytical models.
Technology Features
Support Vector Machines: EpiAnalytics uses Support Vector Machines (SVM) to accurately categorize customer service inquiries. Our SVM technology provides the best categorization technology for routing and automated decision making. In a service and support operation it is important to choose the “best” and most relevant classification. The SVM technology closely replicates the Case Management business process an agent utilizes when closing a Case resulting in maximum precision.
Machine Learning: EpiAnalytics uses Artificial Intelligence or Machine Learning as a technique that allows our computers to “continuously learn” by extracting patterns out of massive customer service and support data sets.
This continuous learning has two major benefits:
First, the technology allows clients to quickly deploy and set up our sophisticated analytics. Analytical models are automatically built through learning/training from existing customer service and technical support agent activities. This eliminates the need for a professional to build a model by reading each and every record – a very time consuming and imprecise task.
Second, EpiAnalytics’ machine learning technology means that your analytical models will be kept alive and fresh. By continuously adding to the training data, subtle nuances in the way customers talk about your products and services are captured and the models react. Keeping models alive and fresh ensures maximum precision with the least amount of effort.
Easy One-Click On-boarding: EpiAnalytics believes that the best technology adds minimal if no one can access it and make use of it. That’s why EpiAnalytics has built our application so it can be installed right out of AppExchange with a single click. Once installed, set up is easy. We utilize the fields and values that you already use within your existing Salesforce.com Service & Support platform and the resulting embedded analytics are a complete compliment to your existing service and support business processes (please see the Business Process Workflow Diagram below).
By connecting advanced analytics with business process EpiAnalytics provides easy deployments that emulate service and support processes while minimizing human and capital implementation requirements.
Business Process Workflow Diagram
