Customer 360, delivered by Knowledge Graphs

Business Challenges

Customer 360 seems obvious – information about your company's interactions with your customers as well as their preferences, likes and dislikes,  history interacting with your organization, and their resulting sentiment.

However, finding that information and using it to gain knowledge and insight about your customer is hard. Data is typically distributed within your own systems as well as scattered across myriad external sources. There has been a move to bust these data silos, typically aggregating data in a knowledge graph.

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There’s no need to remove the silos if you can access the data across silos. Companies that have successfully provided an experience of connecting many types of data across silos have used knowledge graphs in the form of a semantic layer in a data fabric.

Knowledge graphs have shown to be the best way to aggregate distributed data. For example, Facebook uses a knowledge graph of people for better ad targeting, and Google uses a knowledge graph of the internet to understand information and give you better search results. The list goes on.

Knowledge graphs combine information across multiple systems to give you a more complete view of your data. And, you can build a better understanding of your business using a knowledge graph to map your business and your customers, using publicly available data (weather, social media) as well as data from within your company (Enterprise Resource Planning (ERP) data, customer systems data, etc.). This creates a “digital twin" of your business that you can use to build new types of applications, discover new insights, and create new experiences for your customers and employees.

App Orchid uses a knowledge graph to aggregate data from many systems, including your customer data. This data is surfaced as a Customer 360 view.

One of our customers uses the AO platform to present a Customer 360 view to customer service reps (CSRs) to solve 80% of problems coming into the call center in the first 5 minutes.

Platform Enablers

• Knowledge Graph – Access to most relevant information from other systems was made available. This included meter info, as well as status of work orders, etc.
• Incredibly fast Google-like search
• Prediction engine – CSRs gain customer sentiment and smart suggestions based on customer history.
• Tribal Knowledge capture – gain information form interaction history and service info going back years.
• Data pipelines – Proactive information retrieval of customer information, increased CSR operational efficiency significantly

Results

There’s no need to remove the silos if you can access the data across silos. Companies that have successfully provided an experience of connecting many types of data across silos have used knowledge graphs in the form of a semantic layer in a data fabric.

Knowledge graphs have shown to be the best way to aggregate distributed data. For example, Facebook uses a knowledge graph of people for better ad targeting, and Google uses a knowledge graph of the internet to understand information and give you better search results. The list goes on.