ASK Soutron

Artificial Intelligence Enquiry Management Solution

AI and Cognitive Intelligence technologies have much to offer Libraries and we are delighted to bring to market a new optional plugin to enhance the Enquiry Service. This is a significant step forward in providing automated assistance to Knowledge Services, an enhanced Artificial Intelligent (AI) driven query tool to support online enquiries.

This innovative enquiry response service incorporates natural language search with fast performance that executes against internal and external data sources, web sites and other resource sets nominated as source knowledge libraries.

Automated Enquiry Management

The increasing workloads on Library and Information Knowledge Workers and Researchers demands automated tools to maintain high levels of customer service and accurate fast response to online enquiries.

Soutron’s highly flexible information management platform manages all types of content and metadata, storing both conventional library materials as well as full text documents, journal articles, know how, images and video materials. These resources are easily accessible via Soutron’s Search Portal that combines powerful search with a flexible display of matching results, all of which is mobile responsive.

Soutron is now introducing a further enhancement and step forward in providing automated assistance to Knowledge Services with our Ask Soutron AI Enquiry Service, an enhanced query tool to support Enquiries.

The Ask Soutron software solution is an innovative enquiry response service that incorporates natural language search with fast performance that executes against internal and external data sources, web sites and other resource sets nominated as source knowledge libraries. The ability to deliver high levels of service while reducing staff time and involvement responding to enquiries is significantly improved.

Fast, Accurate, Instant Answers

The solution provides end users with instant answers to queries. The benefits are considerable:

Time saving for end uses and staff
Greater consistency and accuracy of response
Reduction in the need for online staff agents
Performance metrics to support resource planning
Improved customer service
Conformance to company policies and rules

Cloud Based Enquiry Solution

The system is implemented as a Cloud Service solution with great configurability so that queries can be made from within existing search portals, for example as a chatbot that appears on web pages under particular conditions, embedded into web sites or as a functional specific service for different parts of the organisation.

Requests for information can be presented to the system in different ways and can be expressed using different language, therefore the measure of usage of the system is in terms of the number of unique responses made from the system.

In order to assess usage, there are a multitude of metrics produced as a by-product of the use of the Ask Soutron service and these inform decisions about service levels, responses and staffing and resource allocation.