coveo - data wranglers dc meetup - 18 july 2017
TRANSCRIPT
TM
Products & TechnologiesOverview for Data WranglersJuly 2017
Gauthier RobeVice President, Products
Daniel CadochPartner Manager
© 2017 Coveo Solutions Inc - Proprietary and Confidential
The Age of the Customer is here… customers are now more
mobile, consume more reviews, and buy more online than
ever before.
Winning In The Age Of The CustomerForrester ResearchApril 6, 2015
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Forrester: Winning in the Age of the Customer
© 2017 Coveo Solutions Inc - Proprietary and Confidential3
There is a growing gap in customer experiences
of companies say they offer a superior online experience.
say they have a holistic view of their customers (or are near to it).
of customers that leave blame it on bad online experiences.
say their favorite retailer understands them
What brands think What customers think
69%
81%
51%
37%
© 2017 Coveo Solutions Inc - Proprietary and Confidential4
Every customer journey is unique…CustomerJourneys Awareness Interest Purchase Adoption Advocacy Thirst for more
Social Customer Community
Site
Web sites Apps / stores Self-service Portals Collaboration
© 2017 Coveo Solutions Inc - Proprietary and Confidential5
Every customer journey is unique…
… but only relevant interactions drive business
© 2017 Coveo Solutions Inc - Proprietary and Confidential6
Coveo brings relevance to every interaction customers, partners and employees have with your organization
Knowledge ecosystem
Secure connectivity to reach and unify across the entire enterprise
Predictive analytics
Wisdom from the interactions’ sumtotal cues likely intent
Machine learning
Data science drive “what you need next” recommendations
Content RelevanceBehavior+ =+Apps
In the course of work or digital interactions
Context
Content + Context + Behavior = RelevanceWhy Coveo?
© 2017 Coveo Solutions Inc - Proprietary and Confidential7
The Impact of Relevance
Customers don’t convertand go elsewhere
Agents can handlemore complex cases
Engineers can work onmore complex projects
Salespeople cansell more
Customers can self-serve with ease
Customers can do more,learn more and buy more
Employees end up doing repetitivetasks, resulting in a high churn rate
Incapable of positively impactingupsells and cross-sells
Customer satisfactiongoes down
Poor self-service results in contact center costs going up
POORRELEVANCE
RICHRELEVANCE
© 2017 Coveo Solutions Inc - Proprietary and Confidential8
Relevance is central to personalization
“…for me”
Relevance or relevancy[rel-uh-vuh ns] - noun: the condition of being relevant, pertinent or connected with the matter at hand…[case, account, employee, customer, shipment, part, product, patient…]
▶ Profile, locale
▶ Context, task
▶ Intent, desire
▶ Interactions with your company [clickstream, outcomes, …]
© 2017 Coveo Solutions Inc - Proprietary and Confidential
content intelligence
Positive business impact &
ROI
Negative economic
Impact
.
Siloedsearch
Federatedsearches
0efficiency proficiency
LEADERSLAGGARDS
6Discovers user’s likely intent, by analyzing behavioral data.
Machine learning auto-tunes recommendations and ranking to maximize business outcome, enabling true one-to-one user engagement and upskilling.
Self learning predictiverecommendations
PREDICTIVE[relevance is predictable]
5…related content, experts, products or services pushed to expand user’s knowledge and abilities to do more, buy more, learn more, engage more, etc.
Contextualsuggestions
3
4
…adapt relevance through weighting of ranking factors, query ranking expressions, based on known content characteristics.
…in-product, in-task, and other contextual signals factor the uniqueness of the user and query context and ranks results with higher relevance.
Tunable relevance
Contextual relevance
PROACTIVE[relevance is contextual]
1
2
Unifies and ranks information from multiple sources.
Configurable rich facets, search tabs, folding and security trimming provide the very first step of personalization for users.
Content navigationSecured
unifiedranking
RESPONSIVE[relevance is personal]
CRMM™ stages
The Coveo Relevance Maturity Model™ is a roadmap
REACTIVE[Search with low relevance]
“Relevance is the currency of the digital age.”
© 2017 Coveo Solutions Inc - Proprietary and Confidential
Internal facing: Intelligent Workplaces
“…for me” “…for me”
Customer communities
Personalized websites
Customer self-service
Partner & Dealer portals
eCommerceIn-product intelligence
External facing: Intelligent Engagement
Contact center
CRM & Sales
Employeeportals
Intranets& KM
AI-powered search & recommendation platform [PaaS]
Coveo has several solutions to help you get started
© 2017 Coveo Solutions Inc - Proprietary and Confidential
Insight engines apply relevancy methods to describe, discover, organize and analyze data.
This allows existing or synthesized information to be delivered proactively or interactively, and in the context of digital workers, customers or constituents at timely business moments.
Analysts are recognizing Coveo’s impact
Source: Gartner MQ for Insight Engines 2017
© 2017 Coveo Solutions Inc - Proprietary and Confidential
“Search is about finding answers, content, and documents; adding useful context to apps; and augmenting human intelligence. The most important requirements are the relevancy and completeness of the returned results.”
Relevancy and completeness matter most
Source: The Forrester Wave™: Cognitive Search andKnowledge Discovery Solutions, Q2 2017
The Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave are trademarks of Forrester Research, Inc. The Forrester Wave is a graphical representation of Forrester's call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.
© 2017 Coveo Solutions Inc - Proprietary and Confidential13
Coveo is used by customers across industry sectors
Software & Technology
Financial Services
Manufacture
Healthcare
Others
Partners
© 2017 Coveo Solutions Inc - Proprietary and Confidential
Daniel CadochPartner Manager at Coveo
dancadoch
@dancadoch
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Thank you. Any questions?
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Product Update
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AI-Powered Search from Coveo
Secure, Unified Indexing
Secure connectivity to reach and unify across the entire enterprise
Content
In-App Search Journey
Integration in the course of work or digital interactions
Context+
Usage Analytics
Wisdom from the interactions’ cues likely intent
Intent+
Machine Learning
Data science drives “what you need next”
Relevance=
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Coveo Cloud V1
➔ Designed for Coveo for Salesforce
➔ ML & Usage Analytics
➔ Hundreds of live customers
Coveo Cloud V2
➔ Supports all use cases
➔ Designed for developers
➔ Advanced security
A Brief Summary
2013 2014 2015 2016 2017
Coveo Enterprise Search
➔ On-Prem.
➔ Microsoft-centric
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Today’s Developer Requirements
Easy Scaling Flexible Ingestion Model
Extensible Indexing Pipeline
Sophisticated Query Language
Ready to Use Search UI
Analytics and ML Features
Coveo Platform
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New architecture
Scale & Resiliency at core
Extensive use of micro-services
Push API Infrastructure
Indexing Pipeline Extensions
Crawling Modules
HIPAA Environment
New APIs
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Coveo Cloud V2
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Coveo Cloud V2: Security
Customer IsolationPrivate customer data isolated and single-tenant
Strong Data CentersHosted on Amazon Web Services
Leveraging High Availability Options
ComplianceReviewed by an independent security firm
SOC 2 Compliance hosted on AWS (25+certifications)
EncryptionEncryption at rest and in-transit
Dedicated key
24/7 MonitoringContinuous monitoring for security, availability and performance
HIPAAHIPAA compliant environment
BAA ready
OAuth & SAMLCustom providers for admin console authentication
Disaster RecoveryComplete DR plan in place
Penetration TestingYearly penetration and vulnerability assessments by 3rd party
Content and PermissionsDoc-Level Permissions within Coveo Index
Option to select objects and fields to index
Access ManagementAudited and reviewed fine-grained accesses
Personnel Security | Change ControlSecurity check performed by an independent firm
Strict segregation of duties and constant monitoring of changes
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Indexing Pipeline Extensions (IPE) – Leverage remote services
Indexing Pipeline
Google Translation APITranslation…
AWS RekognitionDeep Learning, Image recognition
meaningcloudText Analytics
Extensions – Examples (tested)
Index
Connectors
Salesforce EinsteinImage recognition, NLP
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Coveo Query Language
https://developers.coveo.com/display/public/SearchREST/Anatomy+of+a+Complex+Query+Using+Extensions
{{accounts=$type(name:'Account') @systitle="{!>Name}"}}{{contacts=$join(fromResultSet: {{accounts}}, toResultSet: $type(name: 'Contact'), field: '@sfaccountid')}}{{emailAddresses=$valuesOfField(field: '@sfemail', resultSet: {{contacts}})}}$emailsExchangedWithThoseAddresses(addresses: {{emailAddresses}})NOT @sysisattachment$sort(criteria: 'datedescending')
(NOT @syssfid=={!>id})(NOT @syssfcaseid=={!>id})
/*--- Extract related cases ---*/{{relatedCases = @objecttype=="Case" $some(keywords: '{!>Subject}', match:1) @sfparentcasenumber$correlateResultSet(resultSet: @syssfid=={!Id}, field: '@sysconcepts', maximumValues: '25', modifier: '1000')}}
/*--- Extract parent cases of related cases ---*/{{parentCases = $valuesToResultSet(values: $valuesOfField(field: '@sfparentcasenumber', resultSet: {{relatedCases}}), field: '@sfcasenumber' )}}
/*--- Find some relevant knowledge ---*/$some(keywords:$removeStopWords(keywords:$anyKeywords(keywords:$valuesOfField(field: '@systitle', resultSet: {{parentCases}}))))
https://developers.coveo.com/display/public/SearchREST/Query+Extension+Samples
General Extensions$q$qf$qre$qrf$weight$sort$fold$loadParent
Extensions for Lists of Values$valuesOfField$keepMatchingValues$removeMatchingValues$removeEmptyValues$removeDuplicateValues$replaceInValues$mergeValues$joinValues$splitValues
Join Extensions$valuesToResultSet$joinOnValues$join$filterJoin
Correlation Extensions$correlateListOfValues$correlateResultSet$correlateUsingIdf$some$removeStopWords$noStemming
Query ExtensionsExample 1: filter query on all email messages with contacts from selected accounts
Example 2: Extract unique keyword list from all related cases subject
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Query Pipeline: Featured Results
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Relevance Management - Query Pipeline
Ranking Expressions
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Relevance Management - Query Pipeline
Ranking Weights
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Relevance Management - Query Pipeline
Triggers
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A/B Testing: Compare two Pipelines
A/B Testing
Machine Learning & Relevance
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Optimizesfor future users
Analyzesuser behavior
Learnsbased on success
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1. Intelligent Query Suggest
2. Automatic Relevance Tuning
3. Recommendations
4. Intelligent Term Detection
5. Personalization
Key Use Cases
Optimizesfor future users
Analyzesuser behavior
Learnsbased on success
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Personalized per cluster of users
User clusters➔ Users are categorized by their
search behavior
➔ Generated automatically
Salesforce HT Portal➔ 200 user clusters generated and
balanced automatically
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Personalized Query Suggest
User = Anonymous
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Personalized per cluster of users
User clusters➔ Users are categorized by their
search behavior
➔ Generated automatically
Salesforce HT Portal➔ 200 user clusters generated and
balanced automatically
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Personalized Query Suggest
User = Richard Tessier
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RecommendationsAppExchange – The future
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Standard Relevance
Most popular items automatically promoted
MXtm 5500 match
cuay59 is part number of the usb receiver
With Machine Learning
2. Automated Relevance TuningLogitech Self-Service
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How to setup a server as master –slave? Like 1 master – 2 slave 2 slave shaold have same index content so that we can make load balace url for 2 slave. Please tell how to install.
How to setup a server as master –slave? Like 1 master – 2 slave 2 slave shaold have same indexcontent so that we can make load balace url for 2 slave. Please tell how to install.
4. Intelligent Term DetectionCoveo Self-Service Community
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Machine Learning configuration
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For all featuresAll features use “Hyperparameter optimization” consisting of a mix of local search, simulated annealing and genetic algorithms.
“Hyperparameter optimization” is used to optimize/personalize the model parameters for each client use case
Automated Relevance Tuning (ART)Bayesian Classification of queries to documents, with time decay
Entire visit evaluated when learning the model. Models queried before the index.
RecommendationsCooccurrence-based algorithm using a log likelihood ratio.
Query SuggestQuery Performance score combined with a customized distance metric based on Smith-Waterman and Monge-Elkan approaches
https://www.google.com/patents/WO2016187705A1?cl=en
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Some additional background…
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Future: Streaming Data Platform as a provider to other apps
RelevanceTuning
Usage Analytics
Machine Learning
RankingSuggestions
UI &Query Engine
Ranking fromModels
BehavioralData
Other data sources
StreamingData Platform
FilteredEvents
OtherApps / EnginesFiltered
Events
Events EventsRanking Rules
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Index Agnostic Platform
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Coveo Platform – Enterprise (Current)
Indexing
Query & Relevance
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Connectivity
UsageAnalytics
MachineLearning
JS UI QueryEngine
EnterpriseConnectors
CloudConnectors
Coveo Index
Entire stack managed by Coveo
End-to-end Compliance & Security
Advanced Features
HIPAA option
Proven reliability and maturity
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Indexing
Query & Relevance
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Connectivity
UsageAnalytics
MachineLearning
JS UI QueryEngine
CloudConnectors
Elasticsearch
Coveo Platform – Index-Agnostic (Future) Tap into a large dev. community
Leverages existing Elasticsearch install-base
Ease data-governance challenge
Opens to Azure and other clouds
First step into a series of “index-agnostic” options
Pilot: 2017-Q4
EnterpriseConnectors
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Coveo – Proprietary Index
Coveo Index
Search Region >>
Coveo Intelligence EngineSelf-Learning Relevance, RecommendationsPowered by Machine Learning
Search OptimizationRelevance, Thesaurus…
Coveo UIUI ConfigurationLightning Components
Deflection AnalyticsPowered by Coveo Usage Analytics
Coveo ConnectorsUnified Index, Federated Search
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Coveo Intelligence EngineSelf-Learning Relevance, RecommendationsPowered by Machine Learning
Search OptimizationRelevance, Thesaurus…
Coveo UIUI ConfigurationLightning Components
Search Region >>
Deflection AnalyticsPowered by Coveo Usage Analytics
Customer owned index. Hosted anywhere
Coveo – Index Agnostic
Coveo ConnectorsUnified Index, Federated Search
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Coveo on Elasticsearch Differentiators
Use your own Elasticsearch cluster. No Coveo VM/Blackbox
Keep leveraging your investment, developments, knowledge
Connectivity: cloud connectors, push-API
Item-level permissions
Indexing Pipeline Extensions
OOTB Relevance based on ”Coveo’s Secret Sauce”
Usage Analytics focused on “user experiences”
Machine Learning services (relevance, recommendation, etc.)
Flexible UI Framework compatible with all field-level features and types
“From signup to search in 5 minutes”
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Resources
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JavaScript UI Framework
https://github.com/coveo/search-ui
Coveo Swagger (API)
https://platform.cloud.coveo.com/docs
Documentation
https://search.coveo.com
Coveo-Labs
https://github.com/coveo-labs
Q&A
http://answers.coveo.com/51
Developer focused resources
Thank you!