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transcosmos delivers “Knowledge Base” for IBM Watson

Leveraging its insights into call center operations, FAQ page designing and social media operations, transcosmos built a versatile “Knowledge Base” per industry

April 27, 2017

transcosmos inc.

transcosmos inc. (Headquarters: Tokyo, Japan; President and COO: Masataka Okuda; TSE First Section: 9715; hereafter, transcosmos) has built and delivered a “Knowledge Base” for IBM Watson, capitalizing on its insights into B-to-C communication accumulated over many years. The “Knowledge Base” contains the company’s tested know-how of call center operations, FAQ page designing and development, social media operations and more.

The first step in building cognitive solutions using IBM Watson is to organize the data for Watson to learn. IBM has been handling this process for each client from scratch. Now, as more and more clients demand a versatile “Knowledge Base” for each specific industry in order to develop an effective system in a short span of time, transcosmos partnered with IBM Japan, Ltd. and provided the company with the “Knowledge Base” it has built for IBM Watson, capitalizing on its insights.

Insights used for building a “Knowledge Base” for IBM Watson

1. Call center talk scripts, FAQ page traffic flow designs, and more

transcosmos has long been helping businesses communicate with their customers and has a proven record in call center operations and designing FAQ pages. Building on its record, transcosmos has built standardized data per industry and leverages the data in creating talk scripts for call centers and in designing traffic flow for FAQ pages. Containing the data in a “Knowledge Base”, transcosmos enables the clients to offer excellent customer support distinctive to call centers and to design easy-to-follow communication based on traffic flow on FAQ pages.

2. CRM optimization service, leveraging Big Data analysis

transcosmos analytics Inc., a subsidiary of transcosmos which specializes in research and analysis, provides the learnings from data mining, text mining, social listening, etc. The company helps improve sales pitch based on the keywords collected from VOC (voice of customer) call reason analysis as well as designs the “Winning Pattern” by analyzing the key traits and patterns identified in the communication with the loyal customer base. The company builds the “Knowledge Base”, incorporating customers’ voice on products and services listed on social media, campaign performance as well as insights obtained from collecting and analyzing the words that may pose a risk to the brand.

3. Designs handy and fun communication based on its social media operations

Along with the changes in consumer behaviors in this digital world, more customers want to enjoy the communication with businesses via handy and user-friendly channels like LINE and Facebook Messenger than ever before. Understanding the unique chat communication culture, dedicated facilitators design communication flows to boost customer engagement while making the flow more like everyday conversation.

Utilizing operation know-hows of customer communication which we acquired through our experiences so far, transcosmos will support in implementing and operating “IBM Watson” towards clients from wide-range of industries.

Related Services

* transcosmos is a trademark or registered trademark of transcosmos inc. in Japan and other countries.
* Other company names and product or service names used here are trademarks or registered trademarks of respective companies.

About transcosmos inc.

transcosmos launched its operations in 1966. Since then, we have combined superior “people” with up-to-date “technology” to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers services that support clients’ business processes focusing on both sales expansion and cost reduction through our 171 locations across 31 countries with a focus in Asia, while continuously pursuing Operational Excellence. Furthermore, following the expansion of e-commerce market on the global scale, transcosmos provides a comprehensive One-Stop Global E-Commerce Services to deliver our clients’ excellent products and services to consumers in 49 countries around the globe. transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever changing business environment.

Contact for Media Inquiries

transcosmos inc. Public Relations & Advertising Department
Email: pressroom@trans-cosmos.co.jp

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