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Nature Objects and Ability to Communicate

At my 9-to-5 cube-less cubical, I’m putting together a research report on how natural language technology can broaden customer service capabilities on a website, or as the industry would say, “more efficient web self-service”.  The natural language technology behind the scenes is pretty cool.  Get the computer to act more like a human and better customer service can be created.  Beyond that, it’s just pretty insane that computer getting better at detecting emotion and human intent and able to provide services on an individual basis.   My last blog post had a nice video of how natural language technology could be in the next couple years.  See The Future of CX [video]

The upcoming research will be presented in 3 parts (short paper, presentation and video) and so apart from gathering the analytic results and writing the text, I’m also incorporating some visuals that will help illustrate the story.

One of the challenges to using good visuals is using images that can make immediate sense to someone.  For example, a picture of a cute baby typically creates laughter. A black and white picture can signify historical reference on one hand or elegance or cleanliness on the other.  I’ve recently noticed that nature and animals themselves can also help communicate information in an entertaining way.  Although these images may not automatically trigger an understanding for someone, I think people are able to associate physical attributes of nature within the business world, both for fun and internalizing data.

I wanted to show some examples:

Nature showing Pareto Principle

Part of the research will be displaying how most common FAQs of a website only provide support to approximately 20-30% of user questions.  In retrospect, that means that top FAQ lists are unable to support the majority of customers in a quick fashion.  And so this relates to two theoriesPareto’s Principal – also known as the 80-20 rule

The Pareto principle (also known as the 80-20 rule, the law of the vital few, and the principle of factor sparsity) states that, for many events, roughly 80% of the effects come from 20% of the causes -Wikipedia

Long tail

Long Tail - A long tail distortion will arise with the inclusion of some unusually high (or low) values which increase (decrease) the mean, skewing the distribution to the right -Wikipedia

Growth

Bell curve – Normal Distribution