Fly Fishing the Call Center

By Eric Johnson, CEO and President of AnswerOn, Inc. As many of you may know, I am an enthusiastic Fly Fisherman and Fly Tyer.  I like the challenge and complexity the sport has to offer: 1) Finding the best site to find fish; 2) Matching the Hatch or knowing what insects are prevalent which the […]

Approaching Attrition in the Security Industry

Written By: Eric Johnson, President and CEO of AnswerOn, Inc AnswerOn has been analyzing customer behavior for over 16 years and our scientists have been leaders in this field long before AnswerOn was founded. Our approach is straightforward – “We will tell you who is going to leave, why they are going to leave and […]

Show Me the Money

Written by Eric Johnson, President and CEO of AnswerOn, Inc. In the 1996 movie “Jerry McGuire,” Rod Tidwell (the character played by Cuba Gooding Jr.) famously implored McGuire (Tom Cruise)- “I wanna make sure you’re ready, brother. Here it is: Show me the money.”[1] Unfortunately, this is the image many call center operators have on […]

Representation

Written by: Michael Mozer, Scientific Advisor at AnswerOn and Professor at the University of Colorado Let’s start with an obvious point. If you want to make good predictions, you need to have the relevant information. For example, suppose a friend who is shopping for a used car calls and says, “I found a car that is red […]

Is Big Data All It’s Cracked Up To Be?

Written by: Michael Mozer, Scientific Advisor at AnswerOn and Professor at the University of Colorado A decade ago, AnswerOn often analyzed data sets with several million records. At the time, these data sets were about as large as one could feasibly model with sophisticated machine learning methods. Now we’ve entered the “big data” era. Most of us […]

What Neural Networks Learn

Written by: Michael Mozer, Scientific Advisor at AnswerOn and Professor at the University of Colorado Although neural networks have been around for sixty years (von Neumann, 1958), a seminal research paper appeared thirty years ago that revolutionized the field. The paper was called Learning representations by back-propagating errors (Rumelhart, Hinton, & Williams, 1986). In this post, I’ll […]

Back To The Future

Written by: Michael Mozer, Scientific Advisor at AnswerOn and Professor at the University of Colorado In the late 1980’s, neural networks were hot. Arnold as the Terminator announced that his brain was a neural network. Dick Tracy learned that neural networks were computers that learned through experience. And long before Google and Facebook, cutting-edge businesses tried using neural networks […]