What if the enterprise applications become socially aware

January 6, 2017

What it means to be social? How can a business application be social with the users? Is this even possible?

How will it be for the business users to simply have conversation with the business application and get things done? What if the system learns from the business users – tweaks itself to their priorities and preferences?; adapts to the user needs?; actively mines all user input to form constructive information about the cases, business users and about the enterprise itself?; Example: if the business user is looking for an expert insight on a case, the system proactively suggests the user that the following are the list of experts in our enterprise and this person especially has reduced work load. So, it is best to share the case with him to get quick insights. The system gives a 360 degree view of the case – from the applicant’s social associations and background information to license expiry and potential risk factors.

All These will give rise to faster and effective decision making for enterprises. Isn’t?

That and much more is now possible with the World’s First Enterprise Platform that Delivers Conversational Applications – Social Enterprise Technology (S.E.T.) Universal Platform.

S.E.T. is an indigenous and generational technology platform from Digital Harbor. S.E.T. enables never-before collaboration among the enterprise knowledge workers, end-users and all relevant stakeholders within the context of business workflows, provides them with real-time analytics on the case / transaction based on data from thousands of disparate sources, assists them with the next best possible course of action, thus alleviating risks and aiding in making informed business decisions.

S.E.T. empowers business users to make better and faster decisions. S.E.T. makes complex enterprise transactions drastically simple and incredibly quick through social collaboration and contextual intelligence.

World’s First Configurable Enterprise Assistant

One of the key capabilities of S.E.T. is Lucy, a virtual assistant that is capable of understanding, learning, and adapting to enterprise knowledge worker needs; that which can talk to enterprise users, guide them in handling their task and assists them with the next best course of action;

In short, Lucy intelligently assists the knowledge workers by providing insights; With zero training, with Lucy’s assistance, the business users can effortlessly handle complex transactions, thus reducing time, cost and effort. And more importantly in making faster and informed enterprise decisions. Lets see how.

Lucy integrates business intelligence into enterprise applications. Business intelligence is often owned by agents in an enterprise that provides services. The applications for users need to integrate the business intelligence. An example of this can be the following. A person calls his bank. He says that he wrote a check but it bounced. The person says he deposited a check before, so there are enough funds. The bank agent says that the reason for the check bounce is because the deposited check didn’t have enough time to clear. The agent checks and sees that this is a good customer and that the fees for the bounced check is waved. In our case, Lucy does this proactively.

Lets take the same example of a healthcare Provider and the analyst. With Lucy, the State Enrollment analyst can literally be at ease as Lucy guides him in every step of the evaluation process. The analyst needn’t understand and manually go through the State specific policies or compliance lists for each Providers. Lucy will take care of those researches and present the findings using a smart dashboard.

Consulting SMEs was never this easy before in an enterprise…

When it comes to consulting an expert or a co-worker, Lucy intelligently connects the analyst with experts along with the context. i.e. the analyst doesn’t have to explain everything from scratch to his co-worker. With Social chat and Social Share features, the business context is already embedded onto the chat. All the co-worker need to do is respond to the chat. As simple as that. Social Chat can be initiated at a field level within the business application – i.e. the field level context is intelligently added to the chat even before the conversation begins.

Hassle free document sharing with Social Share and Elastic Security

Today’s enterprises have no other option but to share the physical application forms and documents pertaining to the applicant with third-party and with other departments within the enterprise in order to get expert insights or to do a background verification on the applicant. But, this is a significant risk taken by the enterprise. Only so much information is required to be shared to third-party, but the enterprises today share the entire application form with them. This gives rise to unnecessary information leakage. Also, if the experts want to append their findings, currently, they have to share it separately through an email or via phone to the analyst. There is no option to make their changes directly in the form. In case of a physical form, the changes made over and above the existing content will make it unclear and invalid. And in case of simple PDF forms, they cant be edited and the history of revisions, the author input and their findings cant be highlighted intelligently.

With the advent of Social Share feature (from S.E.T.), it is now possible to share only those portion of the form, or a particular set of fields from a given application form to any one within or outside the enterprise. Not just that, the analyst can also decide the privilege levels for the form using Elastic Security. i.e. Read only, Edit, etc. And the findings by third party can now be directly appended to the shared portion of the form with revision histories, records of findings, etc. And Lucy proactively mines and categorizes those findings thus enabling social collaboration through Collaborative Intelligence.

With S.E.T., the business application also provides proactive risk scores based on the applicant’s history of associations, transactions, State level sanctions, charges and risk associated, and a lot more parameters.

With Zero training, the knowledge workers can now effortlessly handle complex business transactions

  • Applications are static and expect the user to enter all information. Applications should actively help user enter information from existing online sources. Lucy can help fill fields. If information exists on the web or has been previously entered, then it should either auto-fill, or give the user an opportunity to enter it. For example, Lucy can say: “I see that you entered the following 3 IDs in previous applications. Would you like me to enter one of these?”
  • Here, Lucy understands the status of the applicant and inform the user of any roadblocks. Applications should be aware of what the user is or has been working on, and guide them through the next steps. For instance, when the user logs in, Lucy can say: “Welcome back Mark. The last time you were here you worked on application xxx. Would you like to continue where you left off?
  • Applications should help the user with activities. For example, “I see that you have completed all the required fields. Would you like me to review the fields with you?”, “Would you like me to submit the application?”, “I see that Scott hasn’t signed the application. Would you like me to send him a reminder email?”
  • The agent should be proactive. Applications are only reactive today. Lucy sees that the user is struggling with a field. She can suggest web sites to help her.
  • Knowledge workers shouldn’t have to return to a solution and remember where they left off. The solution should provide a memory of the status of a case, of information about the case, about what communications the knowledge worker had with other individuals, and how to continue working on the case.

In short, Lucy helps the business users in making quicker and smarter decisions by fusing AI, BI and CI.

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