Luminoso - Support Ticket Classifier

Luminoso's Support Ticket Classifier automates business processes by categorizing unstructured text, so you can cut costs by more accurately routing high volumes of customer inquiries.

The Problem

Global, B2C enterprise organizations constantly receive communications about customer issues, often in many languages. To keep customers satisfied and costs controlled, these organizations must quickly and accurately classify, prioritize, and route these communications to the best resource to resolve them. Performing this business process manually for each item is time-consuming. Yet most technologies designed to automate this classification process take months to deploy and require significant investment before approaching usable accuracy levels.

The Solution

Luminoso's Support Ticket Classifier automates business processes by categorizing unstructured text, so you can cut costs by more accurately routing high volumes of customer inquiries.

Unlike other natural language technologies, which require expensive hands-on tuning and massive data collection efforts, Luminoso accurately trains customized models without human intervention, and with less than 1/1000th of the training data, in any of 14 languages. Luminoso even automatically handles unfamiliar terminology based on context. That way you can quickly and more accurately categorize, route, and tag support tickets.

Key Benefits

• Lower the cost of classifying and routing customer issues. Better automate how your client categorizes text-based customer inquiries.
• Improve accuracy and logic of routing. Make smarter routing decisions when classifying inquiries by looking at intent, degree of risk, and customer sentiment.  
• Improve First Contact Resolution and speed to answer. Dramatically increase deflection rates and decrease wait times and callbacks, by providing the best next action.

What makes Luminoso different?

• Time to value. Luminoso’s automation builds a nuanced understanding of your customer’s language in minutes. Other NL technology requires months of expensive, manual work before machine learning can take place, or huge amounts of training data.
• “Common sense” AI. Luminoso’s solution comes out of the box with 28 million relationships to provide it with a built-in common sense understanding of the world. Other, “naive” machine learning systems require massive data collection before achieving that knowledge.
• Learns the customer’s vocabulary. With customer feedback arriving daily, Luminoso can rapidly digest new information so you can get more accurate classification and tagging. The more complex and fast-changing the vocabulary, the better Luminoso performs over competitive technology
• Global language support. Because it’s based on underlying word meanings and concepts, Luminoso’s engine already works in 14 different languages. (One client, Supercell, is using 10 at once!) Other technologies must treat each language as a separate project, repeating the process of gathering data for each language to support.
• Learns without human intervention. Luminoso’s self-learning technology won’t impact your sales and deployment timelines. It learns without supervision instead of requiring manual rule-based updates to maintain accuracy.
• Multiple classifiers chained to build complete processes. Allows you to stack multiple classifiers with a simple setup. Solve multiple business problems in a single step. (intent, risk/toxic/fraud, etc).

Ease of setup, maintenance, and execution providing strong ROI and faster time-to-value. Lower the cost of classifying and routing customer issues. Better automate how your client categorizes text-based customer inquiries. Improve accuracy and logic of routing. Make smarter routing decisions when classifying inquiries by looking at intent, degree of risk, and customer sentiment. Improve First Contact Resolution and speed to answer. Dramatically increase deflection rates and decrease wait times and callbacks, by providing the best next action. Time to value. Luminoso’s automation builds a nuanced understanding of your customer’s language in minutes. Other NL technology requires months of expensive, manual work before machine learning can take place, or huge amounts of training data. “Common sense” AI. Luminoso’s solution comes out of the box with 28 million relationships to provide it with a built-in common sense understanding of the world. Other, “naive” machine learning systems require massive data collection before achieving that knowledge. Learns the customer’s vocabulary. With customer feedback arriving daily, Luminoso can rapidly digest new information so you can get more accurate classification and tagging. The more complex and fast-changing the vocabulary, the better Luminoso performs over competitive technology Global language support. Because it’s based on underlying word meanings and concepts, Luminoso’s engine already works in 13 different languages. (One client, Supercell, is using 10 at once!) Other technologies must treat each language as a separate project, repeating the process of gathering data for each language to support. Learns without human intervention. Luminoso’s self-learning technology won’t impact your sales and deployment timelines. It learns without supervision instead of requiring manual rule-based updates to maintain accuracy. Multiple classifiers chained to build complete processes. Allows you to stack multiple classifiers with a simple setup. Solve multiple business problems in a single step. (intent, risk/toxic/fraud, etc).