Big Data Analytics Applications - Big Data Analytics: Disruptive Technologies for Changing the Game - page 18

Figure 3.2: Product Knowledge Hub for a CSP
What we have created is a knowledge hub , which can now be used directly
from a website or made available to the call centers. It signiicantly reduces
call-handling time in the call centers and also increases irst call resolution. By
placing the information on the web, we are now promoting the CSP's website
as the source of knowledge, which increases web trafic and reduces the number
of people who resort to contacting the call center. Figure 3.2 depicts the Product
Knowledge Hub.
Once we have created a single source of knowledge, this source can be used
to upsell other products, connecting usage knowledge to product features and
using the knowledge pool to discover new product or business partnership ideas.
A lot of stray, fragmented knowledge about the products may be rapidly organ-
ized and ind a variety of other uses.
3.3 Infrastructure and Operations Studies
A number of industries are exploring the use of Big Data to improve their infra-
structure. In many situations, the best way to improve the infrastructure is to