Using Machine Learning to Enhance the Customer Experience

By Terry Myers, HPC Global Market Manager, Hewlett Packard Enterprise

May 16, 2016

Thanks to machine learning, the page you see when you log-on to is likely very different from the one I see. Advertising, product recommendations, and special deals are all tailored to our unique customer profiles based on historical browsing trends and buying behavior.

Online retailers like Amazon were among the first users of customer data collection and analysis for improving services and personalizing the shopping experience, and they’ve become so skilled some sites might even be able to predict what we will purchase before we even know what we’re looking for.

Advancements in digital technologies have driven a paradigm shift in the way businesses interact with their customers, with touchpoints increasingly moving to digital mediums. Because of the limited opportunities to satisfy customers on a person-to-person level, machine learning is now in widespread use by a variety of modern enterprises as a way to enrich customer experiences, create more personalized and customer-centric interactions, and offer seamless omnichannel communications.

Machine learning goes a step beyond Big Data analytics, where machines employ advanced algorithms to autonomously adapt and learn from previous experiences, and therefore emulate the thought process behind human decision-making. In the customer experience realm, machine learning allows new data-driven customer insights to be rapidly produced and continually improved upon as new data is added to the models, with the results being used by businesses to delight customers, anticipate needs/preferences, and achieve competitive advantage.

Machine learning technologies have a strong foothold in the future of customer interactions in the Digital Age. According to research from IDC, applications incorporating advanced and predictive analytics, including machine learning, will grow 65% faster than apps without predictive functionality. The same report estimated that by 2018 half of all consumers will interact with services based on cognitive computing on a regular basis.

The undeniable incentives for using Big Data insights to improve the customer experience don’t mean there aren’t also significant challenges. As with so many other issues surrounding Big Data, the sheer volume of customer information collected on a daily basis can be daunting, and it all must be mined and analyzed quickly in order to extract useful insight. Additionally, customer data from multiple structured and unstructured sources must be integrated in order to provide a full view of the customer, including data from web analytics, CRM systems, customer feedback channels, and social media platforms.

However, solving these challenges means businesses across a wide range of industries can leverage machine learning techniques to provide exceptional customer experiences. Here are just a few examples of innovative machine learning applications in use today:

  • Tracking and maintaining customer profile data helps organizations like banks and investment firms offer financial products or services that might be of interest to the customer based on recent life events.
  • Media and entertainment sites such as Netflix use sophisticated algorithms to analyze viewing history and present personalized content recommendations.
  • Hospitals use machine learning models which incorporate factors like staffing levels, patient data, department charts, and ER layout to predict emergency room wait times.
  • Contact centers improve customer interactions by using machine learning techniques to route incoming calls to the right representative more quickly, helping to reduce call durations and increase the incidence of first-call resolutions.

Once viewed as high-level, complicated data science, machine learning platforms are now widely available which provide proven tools to help the mainstream developer community build data-rich applications. The proliferation of these tools means businesses in all industries can transform to more customer-centric and personalized models, and enrich the customer experience like never before.

Machine learning is an exciting prospect for businesses given its potential for improving customer satisfaction, streamlining processes, and driving business growth. And to think, we’ve only begun to scratch the surface.

To learn more about the advantages of machine learning, I invite you to follow me on Twitter at @TMyers_HPE.

HPE Resources

Follow @HPE_HPC

HPE on Facebook

Subscribe to HPCwire's Weekly Update!

Be the most informed person in the room! Stay ahead of the tech trends with industy updates delivered to you every week!

Deep Learning at 15 PFlops Enables Training for Extreme Weather Identification at Scale

March 19, 2018

Petaflop per second deep learning training performance on the NERSC (National Energy Research Scientific Computing Center) Cori supercomputer has given climate scientists the ability to use machine learning to identify e Read more…

By Rob Farber

Mellanox Reacts to Activist Investor Pressures in Letter to Shareholders

March 16, 2018

Activist investor Starboard Value has been exerting pressure on Mellanox Technologies to increase its returns. In response, the high-performance networking company on Monday, March 12, published a letter to shareholders outlining its proposal for a May 2018 extraordinary general meeting (EGM) of shareholders and highlighting its long-term growth strategy and focus on operating margin improvement. Read more…

By Staff

Quantum Computing vs. Our ‘Caveman Newtonian Brain’: Why Quantum Is So Hard

March 15, 2018

Quantum is coming. Maybe not today, maybe not tomorrow, but soon enough. Within 10 to 12 years, we’re told, special-purpose quantum systems will enter the commercial realm. Assuming this happens, we can also assume that quantum will, over extended time, become increasingly general purpose as it delivers mind-blowing power. Read more…

By Doug Black

HPE Extreme Performance Solutions

Achieve Optimal Performance at Scale with High Performance Fabrics for HPC

High Performance Computing (HPC) is unlocking a new era of speed and productivity to fuel business transformation. Rapid advancements in HPC capabilities are helping organizations operate faster and more effectively than ever, but in today’s fast-paced marketplace, a new generation of technologies is required to reach greater scalability and cost-efficiency. Read more…

How the Cloud Is Falling Short for HPC

March 15, 2018

The last couple of years have seen cloud computing gradually build some legitimacy within the HPC world, but still the HPC industry lies far behind enterprise IT in its willingness to outsource computational power. The m Read more…

By Chris Downing

Deep Learning at 15 PFlops Enables Training for Extreme Weather Identification at Scale

March 19, 2018

Petaflop per second deep learning training performance on the NERSC (National Energy Research Scientific Computing Center) Cori supercomputer has given climate Read more…

By Rob Farber

How the Cloud Is Falling Short for HPC

March 15, 2018

The last couple of years have seen cloud computing gradually build some legitimacy within the HPC world, but still the HPC industry lies far behind enterprise I Read more…

By Chris Downing

Stephen Hawking, Legendary Scientist, Dies at 76

March 14, 2018

Stephen Hawking passed away at his home in Cambridge, England, in the early morning of March 14; he was 76. Born on January 8, 1942, Hawking was an English theo Read more…

By Tiffany Trader

Hyperion Tackles Elusive Quantum Computing Landscape

March 13, 2018

Quantum computing - exciting and off-putting all at once - is a kaleidoscope of technology and market questions whose shapes and positions are far from settled. Read more…

By John Russell

Part Two: Navigating Life Sciences Choppy HPC Waters in 2018

March 8, 2018

2017 was not necessarily the best year to build a large HPC system for life sciences say Ari Berman, VP and GM of consulting services, and Aaron Gardner, direct Read more…

By John Russell

Google Chases Quantum Supremacy with 72-Qubit Processor

March 7, 2018

Google pulled ahead of the pack this week in the race toward "quantum supremacy," with the introduction of a new 72-qubit quantum processor called Bristlecone. Read more…

By Tiffany Trader

SciNet Launches Niagara, Canada’s Fastest Supercomputer

March 5, 2018

SciNet and the University of Toronto today unveiled "Niagara," Canada's most-powerful supercomputer, comprising 1,500 dense Lenovo ThinkSystem SD530 high-perfor Read more…

By Tiffany Trader

Part One: Deep Dive into 2018 Trends in Life Sciences HPC

March 1, 2018

Life sciences is an interesting lens through which to see HPC. It is perhaps not an obvious choice, given life sciences’ relative newness as a heavy user of H Read more…

By John Russell

Inventor Claims to Have Solved Floating Point Error Problem

January 17, 2018

"The decades-old floating point error problem has been solved," proclaims a press release from inventor Alan Jorgensen. The computer scientist has filed for and Read more…

By Tiffany Trader

Japan Unveils Quantum Neural Network

November 22, 2017

The U.S. and China are leading the race toward productive quantum computing, but it's early enough that ultimate leadership is still something of an open questi Read more…

By Tiffany Trader

Researchers Measure Impact of ‘Meltdown’ and ‘Spectre’ Patches on HPC Workloads

January 17, 2018

Computer scientists from the Center for Computational Research, State University of New York (SUNY), University at Buffalo have examined the effect of Meltdown Read more…

By Tiffany Trader

IBM Begins Power9 Rollout with Backing from DOE, Google

December 6, 2017

After over a year of buildup, IBM is unveiling its first Power9 system based on the same architecture as the Department of Energy CORAL supercomputers, Summit a Read more…

By Tiffany Trader

Fast Forward: Five HPC Predictions for 2018

December 21, 2017

What’s on your list of high (and low) lights for 2017? Volta 100’s arrival on the heels of the P100? Appearance, albeit late in the year, of IBM’s Power9? Read more…

By John Russell

Nvidia Responds to Google TPU Benchmarking

April 10, 2017

Nvidia highlights strengths of its newest GPU silicon in response to Google's report on the performance and energy advantages of its custom tensor processor. Read more…

By Tiffany Trader

Russian Nuclear Engineers Caught Cryptomining on Lab Supercomputer

February 12, 2018

Nuclear scientists working at the All-Russian Research Institute of Experimental Physics (RFNC-VNIIEF) have been arrested for using lab supercomputing resources to mine crypto-currency, according to a report in Russia’s Interfax News Agency. Read more…

By Tiffany Trader

Chip Flaws ‘Meltdown’ and ‘Spectre’ Loom Large

January 4, 2018

The HPC and wider tech community have been abuzz this week over the discovery of critical design flaws that impact virtually all contemporary microprocessors. T Read more…

By Tiffany Trader

Leading Solution Providers

GlobalFoundries, Ayar Labs Team Up to Commercialize Optical I/O

December 4, 2017

GlobalFoundries (GF) and Ayar Labs, a startup focused on using light, instead of electricity, to transfer data between chips, today announced they've entered in Read more…

By Tiffany Trader

How Meltdown and Spectre Patches Will Affect HPC Workloads

January 10, 2018

There have been claims that the fixes for the Meltdown and Spectre security vulnerabilities, named the KPTI (aka KAISER) patches, are going to affect applicatio Read more…

By Rosemary Francis

Perspective: What Really Happened at SC17?

November 22, 2017

SC is over. Now comes the myriad of follow-ups. Inboxes are filled with templated emails from vendors and other exhibitors hoping to win a place in the post-SC thinking of booth visitors. Attendees of tutorials, workshops and other technical sessions will be inundated with requests for feedback. Read more…

By Andrew Jones

V100 Good but not Great on Select Deep Learning Aps, Says Xcelerit

November 27, 2017

Wringing optimum performance from hardware to accelerate deep learning applications is a challenge that often depends on the specific application in use. A benc Read more…

By John Russell

Lenovo Unveils Warm Water Cooled ThinkSystem SD650 in Rampup to LRZ Install

February 22, 2018

This week Lenovo took the wraps off the ThinkSystem SD650 high-density server with third-generation direct water cooling technology developed in tandem with par Read more…

By Tiffany Trader

AMD Wins Another: Baidu to Deploy EPYC on Single Socket Servers

December 13, 2017

When AMD introduced its EPYC chip line in June, the company said a portion of the line was specifically designed to re-invigorate a single socket segment in wha Read more…

By John Russell

World Record: Quantum Computer with 46 Qubits Simulated

December 18, 2017

Scientists from the Jülich Supercomputing Centre have set a new world record. Together with researchers from Wuhan University and the University of Groningen, Read more…

New Blueprint for Converging HPC, Big Data

January 18, 2018

After five annual workshops on Big Data and Extreme-Scale Computing (BDEC), a group of international HPC heavyweights including Jack Dongarra (University of Te Read more…

By John Russell

  • arrow
  • Click Here for More Headlines
  • arrow
Share This