Magna, a leading global automotive supplier, had built a successful application called MAGIC that manages their complete production line as they manufacture and supply parts to car companies such as BMW, Bentley, and Land Rover. The application runs on Actian Ingres and Actian OpenROAD. However, Magna had limited internal resources to manage and monitor MAGIC, and they were looking to outsource this to a third party. The previous management of the application was done by Computacenter.

Northrop Grumman was tasked with developing a next-generation simulation application, the Cloud Depiction and Forecast System II (CDFS II), for the U.S. Air Force. The application needed to deliver results six times faster and with four times higher resolution than the previous system. The challenge was to program complex algorithms using object-oriented programming techniques. The previous system could only create a 48-hour forecast every six hours and a nine-hour forecast on request. The new system needed to improve on these capabilities.

Bot Colony is a massive multiplayer game developed by North Side Inc., a progressive MMO game developer located in Canada. The game leverages breakthroughs in Natural Language Processing (NLP), which is extremely intensive in terms of CPU requirements. The player converses with the game’s characters in English to solve a mystery and conduct missions. The NLP component is extremely intensive in terms of its CPU requirements, requiring access to vast amounts of data for linguistic processing and reasoning. The system database contains both linguistic data and a large store of world knowledge, represented as formal axioms. North Side became interested in Versant Object Database when it ran into a programming bottleneck, consisting of serialization and deserialization of data with MySQL.

The National Snow and Ice Data Center (NSIDC) at the University of Colorado is conducting research on the impact of global warming. The project, titled 'Data Rods: Enabling Time-Series Analysis of Massive Multi-Modality Cryospheric Data', is focused on the Greenland ice sheet. The challenge was to process billions of time-series information in real-time to enable a time-centric change analysis of data. The database for the project contains over 10 billion persistent objects. Indexed queries to the database can span millions of data rods simultaneously across time and space and must achieve response times of only a few seconds. Using a relational database was completely impractical due to the large size of the data sets and required response time.

Aurigo, a global B2B software construction technology company, was facing challenges with its sales enablement and onboarding process due to the growth of its sales team. The existing process was unstructured and lacked visibility into available content and collateral for the Go-To-Market (GTM) teams. The company was struggling to ramp up new representatives faster and prepare them for fieldwork. The enablement ecosystem at Aurigo used ad hoc training videos and content to onboard and educate representatives about the various products at Aurigo. The marketing and sales teams at Aurigo created great content available on Sharepoint, but people weren’t aware of the content and often spent time recreating collateral that already existed. Aurigo’s Business Development Representative (BDR) team was challenged with completing more extensive discovery prior to handing them off to the Account Executives (AEs).

SaaScend, a revenue operations consultancy, was facing challenges in managing, sharing, and tracking sales content. The sales and marketing teams were spending 2-5 hours a week managing, distributing, and answering questions about content. The content was saved in multiple locations, making it difficult for sellers to find it quickly. Moreover, the team lacked visibility into prospects’ engagement and interest during the sales process, as well as into content effectiveness, influence on sales deals, and sales team usage.

PreSales Academy was experiencing growth and an increase in demand. More career changers were applying to the academy, leading PreSales to re-evaluate their current processes for the academy program. The majority of the academy was virtual training sessions that were scheduled at certain dates and times and all students would attend. This posed a bottleneck not only for the students, who have varying schedules and career changes, but also for the trainers and volunteer coaches, who all had to commit time. In addition, PreSales Academy started to notice inconsistency among coaches and how they provided feedback. Coaches would share one large document of feedback with over 10 parameters, becoming overwhelming for students to understand.

The company, one of the largest coaching and training companies in North America, lacked a quality assurance process. There was no way to ensure that guidelines were being followed, supervisors were unaware of which associates needed help with their scripts, and top performers weren't being monitored, making it difficult to extract best practices to share with the rest of the team.

The multinational education and publishing corporation was facing a challenge in improving the performance of its contact center agents. With eight teams distributed across four different countries, the company was only able to review less than 1% of customer interactions. This lack of visibility into customer interactions was leading to longer call durations and average handle times (AHT), which were out of range. The company was also experiencing a rising number of customer requests, which further exacerbated the situation. The company needed a solution that would not only reduce AHT and increase efficiency but also improve the performance of its contact center agents.

Kanmo Group, an omnichannel operator serving tens of thousands of customers monthly with various brands, faced challenges in handling customer support for multiple brands, communicating through emails on product claims, and resolving customer queries faster. They also wanted to supercharge their brand experience and consistency. During the pandemic, the influx of chats grew disproportionately, and Kanmo Group wanted to ensure a high customer experience and safety. They also wanted to ensure their customers felt safe when they were on chat and could shop remotely during the pandemic while maintaining the tonality of each brand under them.

AcadGild, an ed-tech startup, serves thousands of customers from across the globe. The company needed an internationally compliant lead generation tool that could assist their customers even when they weren't available. They were using traditional methods like emails or forms for lead generation, but these methods were not yielding the desired results. The challenge was to find a solution that could not only generate leads but also qualify them and answer their queries in real time.

O2 Spa, one of Asia's most dominant health and wellness providers, was struggling with customer engagement. The company had tried live chat and other chatbot platforms, but they were not meeting their goals of zero missed chats, instant response times, and tailored sales pitches at scale. A significant portion of their customer base was millennials, a demographic known for its preference for messaging over traditional forms of communication. The challenge was to find a way to engage this demographic effectively.

Despite their upward trajectory, the team at Lido Learning wasn’t willing to slow down. They knew they could do more to accelerate their customer experience. Hence, the team identified the following key challenges. Much like businesses across the world, Lido Learning’s support department managed all their customer queries through CRM, email, and phone calls. Maintaining the history of a user in a unified place was difficult. When agents didn’t have enough context around a query, they had to create new tickets in Freshdesk which was cumbersome. Besides, Lido Learning observed that customers were less receptive to the campaigns that were sent via in-app. In essence, for Lido Learning, the goal was to encourage parents to come to the platform to give feedback so that the team can collect actionable insights from it. As Lido Learning scaled up, they also realized that their support team had to, too. Unfortunately, with the existing support setup then, it was hurting their Opex. The bottom-line was to strike a balance between scaling up and providing a stellar customer experience.

Kaarva, a fintech startup, was facing challenges in managing its operations with 3 separate WhatsApp Business Accounts and a team of agents. The company was looking for a solution that could automate its processes, provide advanced customer behavior analytics, and serve as a single touchpoint for their customers. The platform needed to be engaging, easy to use, vernacular, and scalable without major reinvestments. Furthermore, it had to be less data-intensive and capable of sending necessary financial documents even in 2G and 3G networks.

Nykaa, a beauty and fashion startup, was facing challenges in handling customer support. The company was using emails and query forms to follow up with customers during conflict resolution. This process was time-consuming and inefficient, with customer service executives spending over 32,000 staff hours a month answering and replying to support queries. Nykaa wanted to automate parts of customer support that were automatable, to free up time to focus on other important aspects of customer experience.

AbhiBus, a leading online ticketing platform in India, was facing a steep rise in customer queries as they scaled their services to provide technology solutions to state, national and international bus partners. The company needed an AI-powered automated solution that could maintain their excellent customer experience but with minimum human effort and at scale. Prior to implementing Verloop.io, AbhiBus engaged with customers on multiple platforms and agents were spending a lot of time to find and resolve queries.

MediBuddy, a healthcare service provider, was struggling to manage the influx of customer queries across various service verticals such as health checkups, medicines, consultations, lab tests, dental care, hospitalization, and genome studies. The company was relying on traditional communication channels like email and phone calls, and a team of over 250 service representatives. However, the team was unable to handle the volume of queries, especially the 800+ concurrent questions in real-time. The challenge was to automate the customer service process without compromising on customer satisfaction.

One of the largest health insurance companies in the country was looking for ways to improve their close rate. They decided to conduct a one-month long A/B study with 90 of their agents to test the effectiveness of Balto, a real-time guidance platform. The study aimed to compare the quote rate and the close rate between 45 Non-Balto users and 45 Balto users. The company wanted to validate the claim that Balto could significantly enhance the agent’s close rate.

The large insurance firm was facing challenges in improving their conversion rates, rep ratings, and average handle time. They were looking for a solution that could provide real-time insights and critical information to their reps during calls, while also giving management insight into every conversation.

Risk evaluations are central to the underwriting process as they provide critical information about buildings, factories, production processes and more. Underwriters use this information to evaluate critical risk factors and grade them based on internally established grading standards. While the process itself is relatively straightforward, it is time consuming and leads to scoring inconsistencies due to individual subjectivity. AXA XL Risk Consulting was looking for a solution to help assess their property site surveys and automate the reading and analysis of site survey reports.

Vodafone, one of Europe's leading mobile operators, was facing a challenge with its call center operations. The company was logging more than 45 million inbound calls annually, which was a significant load on their resources. They wanted to optimize their call center operations and provide greater autonomy to their customers. The company believed that the best way to achieve this was by developing an innovative SMS-based self-help channel. This would allow customers to get the help they need without having to make a call, thereby reducing the load on the call center.

Inserm, the only public research institute in France dedicated to biological and medical research and human health, faced a challenge in evaluating the quality of job candidates. The institute had to coordinate with up to five external experts to analyze candidates based on their achievements and descriptions of their field of expertise. This process was time-consuming and lacked transparency. Inserm sought an automated solution to verify the expertise of their candidates and shorten the recruitment process.

ING Direct, a global financial leader offering online banking services, was looking to improve their customer service experience. They wanted to provide timely and accurate responses to customers online before they had to resort to contacting their call center. The challenge was to create a customer communication portal that could understand written customer inquiries and deliver accurate responses. This required a solution that could handle variations in language, including slang and abbreviations.

Guidewire, a platform trusted by over 450 insurers worldwide, sought to make claims handling more efficient for insurers with customized workflows and integrations. They aimed to reduce the time spent reviewing documents by 90% by adding human-like language understanding to read and extract the most important details from medical reports automatically. To achieve this, they partnered with expert.ai.

ISACA, a global community of IT professionals, was looking to enhance the user experience for its members by making it easier for them to search across its repository of over 20,000 documents. The organization wanted to enable users to find information at a granular level, down to the exact paragraph. This required the documents and their subsections to be enriched with semantic tags that could be used for search, accessibility, and content recommendations. The challenge was to develop a comprehensive taxonomy that could automatically classify any kind of document, while avoiding the time and expense of manually creating a taxonomy from scratch.

Plexus Law, a leading defendant insurance law firm, offers clients a wide range of claims-related legal work, from high volume claims handling to complex, high value litigation. This involves processing large volumes of medical records documentation, including medical history data, test and diagnostic reports, etc. Traditionally, reviewing this information is a complex and labor-intensive activity that requires costly subject matter expertise. The firm sought to apply NLP automation to streamline the review process, aiming to deliver faster processing times, increase scalability and improve the user experience.

Reed Business Information, a specialized provider of industry-specific information and analytics, faced a challenge in ensuring that customers could easily access relevant information in a timely and accurate manner. With a vast amount of content across their portfolio, the company wanted to improve the way customers locate specific topics. The goal was to enhance the quality of their content and make it more accessible for customers who rely on it for important business decisions.

Pet insurance has emerged as a high-growth product line for RSA, but the claims review process has proven very time consuming given the amount of documentation they need to manually review for each individual claim. Fearing the negative impact a slow claims process would have on response times and the overall customer experience, RSA sought out a solution that could automate some of this timeconsuming claims process.

BNL, a leading Italian bank, was facing a challenge with its internal support and enablement resources. The employees had to manually search for answers to their questions across numerous information sources. This process was time-consuming and inefficient. The bank wanted to establish a more efficient and reliable support process by automating their search and categorization systems.

Ansa, a leading press agency, was struggling with the heavy volume of news and the speed at which information circulates. Accurate and timely content sorting and categorization were of the utmost importance. The only way to keep up with current events and satisfy the needs of internal organizations was to have a classification system that is fast, uniform, complete and accurate (according to IPTC international standards). Ansa wanted a tool to improve information management, enabling them to better archive daily news and enhance the image search in their online database.