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Improving service to your customers from your big data and their smart phones Global Directions 2013 Harvey Spencer Associates
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Improving Service to Your
Customers from Your Big Data and
Their Smart Phones
Harvey Spencer President, Harvey Spencer Associates www.hsassocs.com 1-631-368-8393
This is a Single-Family Home located at 408 Little East Neck Road, Babylon NY. The average list price for similar homes for sale is $337,683 and the average sales price for similar recently sold homes is $339,339. ( Description provided by Trulia)
Zillow Zestimate: - $325,262
408 Little East Neck Road S Babylon NY (Source: Google Maps)
Source: MLS Listing
October 26, 2012
Source: Weather
Channel prediction
October 29, 2012
Source: US Hurricane
Center
ON THE NIGHT OF OCTOBER 29 SANDY HIT LONG ISLAND – THERE WAS EXTENSIVE FLOODING. FIRES BROKE OUT AS ELECTRICAL JUNCTION BOXES COVERED IN SALT WATER SHORT-CIRCUITED.
Night of the Storm
408
Little East Neck Road S (YouTube feed)
November 17,
2012
408 Little Neck Road S Metadata Summary
• Before and after pictures (before inside pictures) • During pictures • Date and time of day • Who, when, where • Location map and satellite pictures • Valuation before • Valuation before of surrounding properties
Insurers are Starting to Access and Look at this data • Insurance Co’s starting to allow reporting claims
with attached photos
– 10’s of thousands filed claims using mobile apps
• Some Insurers monitored Social Media
• 20m twitter feeds between Oct 27 and Nov 1 2012
– 1/3 Twitter traffic was information-related, including news origination, government reports and eyewitness reports,*
Source: Insurance and technology -- Accenture
Time on Site,
Mapping, Location Photographs
from scene
Rea Estate Information
Weather Information
Risk Management
Policy and Coverage
Police & Fire Information
Image Location
Other Information
Internal DataBases
News Footage
maps
Cloudy Capture Mashups Give a Picture of the Customer and His Needs
And then we add the documents –
Estimates, Repair Quotes etc
And be expanded to be proactive, and lay-off risk more quickly.
Insurance can assess claims and need for adjusters more effectively
Proactive Risk Management
Next Door to 408:- 412 Little Neck Road
Potential other claims
Cloudy Capture Mashups
Voice
Time on Site,
Mapping, Location
Photographs from scene
Rea Estate Information
Weather Information
Documents
Risk Management
Policy and Coverage
Police & Fire Information
Image Location
Other Information
Internal DataBases
News Footage
Video Streams
Twitter & Social media
Other Information
Speed is the Key to
Efficient Capture > Real time understanding permits company
systems to request additional information
– Demand more pictures
– Request voice explanation
– Determine whether human is required and which expert.
Augmented Reality
http://www.geek.com/articles/mobile/aurasma-lets-everyone-view-and-create-augmented-reality-on-a-smartphone-20120720/
HP’s Aurasma
• Effectively uses photographic understanding
• Mashes up multiple different elements in real time
• Then we can add documents and social media
Augmented Reality
Applications are Wherever Customer Service and Transactional Information Meet
• Insurance
• Real Estate
• Law Enforcement
• Field Service
Healthcare
Logistics and Transportation
Banking & Fin Services
Start with Documents and Expand to Improve Understanding
Voice Annotation
Time on Site, Mileage Capture
Mapping, Navigation
Image Capture
Image Enhance &
Classification
OCR, Forms Processing & Data
Extraction
Image-Based Key Data
Entry
Finance
Signature Authentication
Customer Information
Stroke Recognition
H-R
Engineering
Image Location & Identification
Other Data Entry Internal and
External DataBases
E-Forms
Photograph Understanding
Multiple Element Recognition and Speed of Processing is Key for the Future of Cloudy
Capture Mashups
Device ID, Time, Location
Other
Mobile Apps with Pictures are Transforming the Road Warrior
• Insurance – Automatic quotes from pictures of VIN # and driving licenses.
– Applications
– Simple claims
• Finance – Banks are offering check image capture and now bill payment. Loan collateral documents to
follow.
– http://www.youtube.com/watch?feature=player_embedded&v=oFboSpvmkpQ
• Sales and Marketing – Order Entry, New Account Opening, Expense Receipts, Credit Approvals
• Health care – Patient interactions entered nearly instantaneously. for amore efficient and orchestrated care
response, and in some cases leading to more rapid or accurate diagnoses.
• Logistics and Transportation – Waybills and shipping documents instantly transmitted
Security and Privacy
General purpose apps can access all the functions in your phone. Pictures captured with standard apps go into the gallery and can
be accessed/changed by anyone. • Industry specific apps can keep images private, encrypt and
delete after use. • ‘Synch’ companies can segment and control your BYOD
phones and tablets • IOS seems easier to control than Android
A PICTURE IS WORTH A THOUSAND WORDS – HELP YOUR CUSTOMERS FROM YOUR BIG DATA AND THEIR SMART PHONES [email protected] MOBILE: +1-516-906-4199
The smart phone is an amazingly intelligent device with sensors
that constantly can deliver information about your customers, their
whereabouts, their properties, their activities. Used productively it can
Speed up and Improve customer service
Reduce costs and risk
Enable more targeted marketing
Make for happier customers and employees
QUESTIONS?
