Plumb5 v6

A look into the V6 version of Plumb5 with built-in real-time decision models for state automation overlayed with NLP algorithms. It is capable of intelligent machine-driven automation by learning and firing next actions.

The highlight of this version is the NLP-driven data search, which enables users to get real-time metrics across any data combinations taking away the cost of time to create custom reports and to manage this pipeline.

Contact us to try a proof of concept over your existing data.

Evolution of Data Model in Plumb5

evol

 

From generating real-time insights from data inputs from a couple of touch-points to automating business processes over holistic business data, the Plumb5 data model has come a long way. What started as a customer-as-the primary-key design for data collected from marketing touch-points is now scaled to incorporate every data parameter of the business, with customer key still in the center.

The data model design now lends itself to real-time learning over unified 1:1 customer data, which allows the machine to automate next steps in a business process using synthesized intelligence.

Reference links to understand real-time AI capabilities of the platform

  1. Real-time Pattern Detection 
  2. Real-time Recommendations
  3. Real-time Recommendations using NLP
  4. How Autosegmentation work?
  5. How Behavior Scoring works?
  6. Automation routines

 

Evaluating the right AI Platform for your business

As businesses are increasingly laying their focus on artificial intelligence solutions, it might be important to understand what goes into implementing these solutions.

Most business product and solutions have now taken to the tone of customer satisfaction, making every solution look the same. It’s only a matter of time, that they will all offer or at least speak about artificial intelligence. I would assume, it would become increasingly difficult for the businesses to understand the truth behind these systems. Continue reading →

Understanding Logical Data Model in Plumb5

An EDM (Enterprise Data Model) is the starting point for all data system designs. It falls in the realm of information architecture. The model can be compared with an architectural blueprint is to a building; it draws up visualization, as well act as a framework supporting planning, building and implementation of data systems. This helps in planning your data integration and takes away the data silos. With this, the unified data present the “single version of the truth” for the advantage of all. It minimizes data redundancy, disparity, and errors; core to data quality, consistency, and accuracy.

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Evaluating a Cloud Analytics Platform?

Businesses are looking to scale beyond descriptive and predictive analytics apps by finding analytics platforms capable of propelling to the upper levels of the Intelligence Maturity Model.

According to SelectHub’s Selecting the Best Cloud Analytics Platform, Majority of companies today are locked in the lower layers of the Intelligent Cloud Maturity Model. Using analytics apps that only deliver descriptive analytics is like trying to drive forward by staring in the rearview mirror.Enterprises need to push analytics platform providers to develop and launch machine learning, advanced prescriptive and cognitive analytics. When this happens, companies will be able to see how the timing of a decision during a given financial period makes a major difference in outcomes.Best of all, there will less guessing and more knowing about why a given strategy or business model is succeeding or not.

maturity
Plumb5 Platform allows businesses to implement a solution that can elevate them to a much intelligent environment to manage their customers and bring a substantial difference in their outcomes. Continue reading →

Customer State Machine

With customers using multiple touch-points, it is very important to engage them at every touch-point with relevance and context. In order to do that to every single customer, you have to resort to machine driven intelligent automation, which can learn and compute from past and present behavior in order to create true context and relevance in every customer’s experience.

So a state machine automation that can understand the state of the customer (by computing customer stages, behavior and interactions) can look at a rule book to perform the next action (personalized message) and collect responses to update the behavior. Using the concept of customer strings, this loop automation constantly updates the string in real-time. The string which is consumed by touch-points, have access to real-time insights of every single customer

Using these concepts, Plumb5 Platform allows business to configure engagement automation and create an instant personalized experience for their customers. The below deck features slides with deeper insights about the approach

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Business Operating System w/ Customer State Machine

Having a strong, integrated Business Organisation System (BOS) can determine the success of a company as it begins to grow. A robust BOS – a standardized set of processes followed across all business functions – helps a company successfully scale its operations. The best example of this is the success of the franchise model that has worked wonders for businesses like McDonalds, KFC, etc. Building a sound BOS into the fabric of the company itself will help build a strong brand and enable it to transcend the capabilities of individual managers.

Business Organisation Systems used to be determined by factors like industry best practices, regulatory requirements, and legislations. Now, with technology radically altering workplaces and the way businesses function, BOS is determined by advancements in technology and communication systems. In today’s technology-driven workplace, software platforms are central to developing a standardized BOS to streamline work processes and build a solid operating workflow.

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In-App Chat for customer engagement in real-time

Chatting with your app users is the most effective way to engage app users. Chatting with your customers help build meaningful relationship and enables deeper engagement and conversions leading to increased sales. It is important to personalize and recommend based on the needs of individual customer

Be it a retail app or a food ordering app or a taxi booking app, there are finer instances of customer experience, where they are either looking for a shirt with a specific collar or food that needs less salt or requesting a custom taxi package. These queries need human interaction and can be best addressed with a real-time chat.

To make app engagement more effective, app developers can enable chat on their mobile applications, without going through a new feature development cycle.

In-App Customer Chat

 

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Sourec: http://i.huffpost.com/

Customer Engagement on Mobile Apps

Customer engagement has become such a priority that many businesses have agreed that it will be their primary driver of growth and productivity. This means that customer facing teams will be working closer than ever to find new and innovative ways to engage with customers across multiple touch points.

Today, customers demand more efficient and user-friendly experiences throughout the whole customer life cycle. Mobile apps give business many opportunities to improve the customer experience and to engage with customers. At the forefront of improving customer experience is context based user personalization

Plumb5 Platform allows marketers to track and engage customers on mobile apps and integrate interaction data to the unified stack, so that you can get full view of the customer which helps in strategizing the next actions and goals on your mobile app. Using the platform, marketers can engage their customers with personalized messages or through in-app chat Continue reading →

AI driven business automation

Driving Business Automation using artificial intelligence

The Plumb5 V6 Platform will allow businesses to automate customer-centric business processes with its supervised AI enabled decision systems

The Plumb5 V6 Platform will feature intelligent automation in two important areas; (a) Customer Engagement, (b) Digital Assistants

In the area of Customer Engagement, Plumb5 will provide learning and intelligence in the areas of Dynamic UI Personalization, Behavioral Learning based Engagement Automation, Recommendations and Targeting based on emotional behavior for video enabled sessions

The Digital Assistants can be used to answer customer queries on digital touch-points (website/mobile app) or on the phone (call center). Digital Assistants can be used internally by organizations to generate reports on the fly or predict scenarios.

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Customer-brand connection makes good business sense

Engaging customers with brands is an effective way of understanding their purchasing behavior. It also helps delve deep into their nature and get an insight into their idiosyncrasies, when it comes to making a choice about a particular product or service in the market. Incidentally, it is also an exercise that can be as tough a nut to crack as it gets.

Customer engagement

Understanding human mind has never been easy. Often the manner in which a customer engages at a given point of time may not be the true reflection of his or her inner self. It is also not rare that a customer appears to be reluctant to engage but turns out to be a genuine buyer, subsequently.

Marketing ploy

Marketers, therefore, find customers’ brand engagement such an important marketing ploy for analyzing their behavior. This helps them work out a long term outlook for products and services from the perspective of customers’ satisfaction and their purchasing frequency. Continue reading →

Put Your Stationery Ecommerce on the Move

Stationery items once were limited to schools and colleges for the purpose of reading and writing. From pencils, erasers and notebooks, stationery items have moved on to notepads, designer and customized notebook covers and pencil boxes, stick-on notes, staplers, pins, pens, ink-pots, rulers, and the list goes on.

To some, stationery items are foundation of learning, and for others they are source of pouring thoughts out, to jot down ideas or an add-on to their memory power; with time, the functionality of simplest and smallest things have developed dimensions of purpose and popularity.

Continue reading →

Beacon Marketing is good

Beacon Marketing

With the rise of the mobile-empowered consumer, innovative marketers are using beacons to create more compelling, personalized customer experiences at the store and department level. Every in-store mobile experience that is delivered to a shopper must be relevant to the interests and behaviors of that shopper, and must provide clear value to the consumer

Continue reading →

Performance Dashboards

Using Plumb5 data discovery and decision tool, we can build performance metrics by integrating data from external sources. Using the tool, businesses can create custom dashboard to monitor their overall performance based on the needs. To illustrate the utility, we have created a  HTML mock, which gives a quick overview of performance related to Customers, Products, Conversions, Spends and Revenue.

Click here to view the HTML Mock. 

Performance Dashboards

 

MDMA for Marketers: Understanding the Bots

MDMA stands for Machine-driven-marketing-automation. With MDMA, Marketers can take process optimization to the next level and achieve far greater results by focusing  only on strategies and communication.

Plumb5’s AutomationBots are designed to carry out 70% of the marketing tasks, assisting marketers to lean-back and work on strategies that provide best results

Understanding the Bots

The Automation bots are a set of bot functions where each bot performs a specific function in sync with the other, based on rules or learning,  to pursue a specific goal path. The bots can be customized to work on a specific conversion path

Machine Driven Marketing

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Unified tracking across customer touch-points

To achieve real-time delivery of customer insights, marketers need to adapt tracking touch-point interactions using unified scripts. Unified scripts helps in maintaining single trackers which runs on all possible touch-points so as to keep a single stack of all customer actions irrespective of the touch-point

Why Unified Tracking is important?

To improve efficiency of your campaigns, you have to seriously work on getting real deep insights of the customer. The best way to collect information about your customer, is to listen to your customer at all touch-points. That’s the closest you can get to your customer.

Touch-point data expose us to user’s behavior covering  interactions, responses, sentiment, and transactions

Continue reading →

SMAC Stack vs Unified Stack

Businesses are looking at implementing SMAC solutions in order to transform their digital business. If the objective was to get more insights into the business so that you can optimize customer centric processes and spends, then SMAC solves only a part of it. The Unified stack is much more agile and solves most customer centric problems, as the fundamentals of the unified architecture is to align and store data by individual customers

Unified Stack Architecture will help marketers align with 1:1 communication with every customer, which are the most targeted steps in conversion marketing. The stack also helps marketers understand and measure their marketing  spends accurately and enables real-time tracking of revenue and spends

But in the case of  SMAC Stack,  it picks data from different silos, and attempts to tag it based on available identifiers, and makes room for insight leaks and data redundancy, also due to its unstructured nature. But in the Unified Stack, data is tagged at the touch-points (client application) with necessary parameters.

The most important aspect of Unified Stack is that data tagging starts at the customer touch-point and extends across all other touch-points by maintaining a unified document for every customer, irrespective of the touch-point.

SMAC Stack vs Unified Stack

Continue reading →

Effective targeting can cut down customer acquisition costs

Customer Acquisition can be far more cost effective if marketers employ growth hacking techniques. Most of the growth hack techniques involve identifying and targeting prospective buyers, based on the info available on the free web and getting connected on an  one-to-one basis to share marketing messages.

Reverse combing is a variant of growth-hack technique to acquire customers effectively by way of effective targeting. This technique does not believe in high volume advertising but works on a fixed target, which is proportional to maximum delivery potential of the business.

Continue reading →

Social behavior of your customer segments

It is becoming extremely important to stay connected with the prospects and customers, socially. You can listen, understand, address product queries and advocate customers more effectively. It is extremely important to know the social sites where your customers is active and build pages/apps that help in customer experience or service

Plumb5’s Social Utility(QuanT5) helps marketers to connect their prospect/customer lists and search for social profiles across various social sites. Once identified, the marketer can send invites to connect with them. This not only allows the marketer to engage and address customer queries but also allows the customer or the prospect, to get in touch with the brand in case of product support or complaints

The Social Feature is seamlessly integrated with the customer analytics module on Plumb5 which allows marketers to understand and monitor the social behavior and activity of customer segments, created based on web behavior, purchases, lead nurture stages or by loyalty scores

The below graphic illustrates how customer’s within a segment, is linked to social behavior and activity. This helps in targeting personalized social campaigns.

socialcoh

Social Monitoring: Effectiveness Report

Social Media: Effectiveness Report

Measuring the social effectiveness of the campaigns shared on social sites: The above report shows how Plumb5 fared across social sites and which channel paved the way for requests/lead generation. The report does not include metrics from paid campaigns and this is created to measure the effectiveness between paid and organic campaigns.

Plumb5 integrates with the web-services of the social sites, to aggregate analytics and reports the holistic view of your social effectiveness.

Multichannel Attribution with Probabilistic Model

Definition:
The purpose of marketing attribution is to quantify the influence each advertising impression has on a consumer’s decision to make a purchase decision, or convert.

Attribution
 is the process of identifying a set of user actions (“events”) that contribute in some manner to a desired outcome, and then assigning a value to each of these events. Marketing attribution provides a level of understanding of what combination of events influence individuals to engage in a desired behavior, typically referred to as a conversion.[Src: http://en.wikipedia.org/wiki/Attribution_(marketing)]

Attributing value to events such as clicks, allows marketers to optimize media spend for conversions and compare the value of different marketing channels, including paid and organic search, email, affiliate marketing, display ads, social media and more

Current Challenges

1. Since channels include Ad sources, organic search, mail and social sites, data identification is not consistent across all sources.
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Conversion Automation

Integrating Plumb5 to your store enables automation on your store. You can setup workflows to automate lead generation, lead conversion and retention campaigns, by using rules and scores. This enables constant communication with the audience on both web and email touch-points 

Lead Conversion Example

Illustrated above is an example of lead conversion workflow (first purchase), where automation is implied from the first communication using a qualified mailing list, till the stage where the goals are met. The automation can be configured to escalate after a set number of attempts to minimize drifting prospects

Lead Conversion Automation

View larger

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Sync SalesForce contacts with your Plumb5 account

Integrating Salesforce contacts

You can synchronize your SalesForce contacts by just configuring the API access and token. The contacts will be available in Plumb5 Contact base, where you can start engaging them through mail and onsite campaigns. Now, you have access to the contacts behavior and social preferences. You can segment your contacts based on behavior and run personalized campaigns to monitor responses.

Setting it up

Log in to your Plumb5 account and click on the manage account link to get to the configuration tab

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Visualizing Visitor Flows

Plumb5 visitor-flow report helps marketers, to visualize user-paths on their website or on their store,  with source and location filters. These reports provide insights on visitor depth and the contributing source or city. The interaction tabs help in analyzing the deviations at each interaction point.

You can even select a individual profile and check his flow based on historical data.

1. Visitor Flow by Source
Measure visitors flow to your website with source as the primary filter

Visitor Flow by Source

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Zoom into your mail marketing campaigns

Plumb5 Mail could be the most effective tool for a mail marketer as it packs email automation, scoring and insights into a single system. Here is a list of things that Plumb5 can seamlessly and efficiently optimize and add value to your current mail marketing efforts

The first advantage is that the inbuilt contact management system is the single source of all your business contacts. It can be a mailing list,  contacts gathered for lead generation campaigns,  sales prospect base, customers or your social group members. They can all be managed from a single place with access to unified insights

If Plumb5 analytics is enabled, all contacts will be tagged automatically to their sessions so that you can understand the behavior of this contact on your store or your website

Plumb5 integrates with Facebook Insights and Full Contact to populate contact information with social and demographic information, so that the marketer can understand more about the contact and his preferences

Continue reading →

Plumb5 for your Magento Store

Plumb5, now makes it easy for store managers, managing online stores built using Magento Community. Plumb5 seamlessly integrates with Magento to enable the store manager to keep track of unknown visitors, prospects and customer journeys on the store and run insightful conversion campaigns based on rules

Advantages
1. Understand behavior of unknown shoppers and target lead conversion campaigns
2. Spot prospects and personalize content based on product affinity and behavior and target customer conversion campaigns
3. Identify customer shopping journeys and personalize content based on wish-lists or past drop-outs
4. Automate conversion campaigns by on auto-segmentation by assigning scores to all behavioral parameters
5. Simple script integration for online chat
6. Customer Scorecards integrated with demographic and social profiles
7. Integrate Email module to monitor journeys from campaigns to purchases
8. Integrate transaction data and run attribution reports to derive effectiveness of external campaigns
9. Integrate your POS data to Plumb5 and overlay with Magento transaction data
10. Measure and monitor each product’s performance in terms of purchases, requests, drop-outs and trends in relation to customer, prospect and unknown visitor

Implementation

Implementation is fairly simple and quick. Find below, steps to integrate Plumb5 features with Magento

Continue reading →

Serving it real-time

Serving it real-time

To create the delight in customer experience, touch-point apps should be able to respond in real-time based on real-time actions of users, which requires references from past actions and current actions to arrive at insights for next action, and be able to deliver the proposed action, in the next customer interaction.

For example, in a re-sell campaign for online banking where, based on customer segmentation, it is necessary to target campaigns. Now if the campaign was to attract customers in a particular segment to top-up their loans, it is necessary that the data is integrated to be able to serve segmentation parameters on to the website, so that a banner or an offer can be targeted based on the customer visit. When the customer views the banner, chooses to avail it offline through an executive, the data recorded should be updated in real-time, so that the banner is not shown to the customer, even if the customer visits the website on his mobile, after a minute.

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Aligning interaction data to monitor customer spends

Customer Transaction Cards is a customer profitability application designed to create statement of transactions of each customer to effectively manage customer spends.

The application is integrated with the CUI string module, to align interaction data of a single customer, in date sequence, so as to understand the staging process of the customer and the relevant costs involved at each touch-point

Each customer’s interaction history is designed like a bank statement with credits and debits added to each interaction, where revenue earned is considered as credits and every spend on invitations or, product discount or periodic interests, is considered as debits

The following statement example shows how customer interaction data is aligned by interactions along with associated credits, debits and balance.
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Customer Data Unification

Customer data can be aggregated and unified, using web services offered by marketing tools housing customer data. But the challenge is to aggregate, unify, derive insights and applying it to actions in real-time. To address this challenge, Plumb5 CI platform, tags and scores data in real-time and extends it to personalization and messaging campaigns.

The graphic illustrates the aggregation approach, comparing traditional solutions with Plumb5

Data aggregation for unified profiling

To know more about our integrated customer tagging, click here to understand the system and method for customer identification using a real time unique string

Hiring a marketing robot

If you are looking for a marketing assistant to monitor and engage your online visitors, this marketing robot can stand by you.

Plumb5’s Marketing Robot is an automation script, which automates online visitor engagement and conversions by combining web analytics, page personalization and email follow-ups

The automation uses a scoring model to segment visitors based on page depth, session count, time spend and page weights. Based on the segment, content is personalized to move visitors to the desired conversion paths.  This continuous automation is propagated till the conversion is achieved.

The Robot’s Appeal

Plumb5 Marketing Robot

 

RobotKnow more about other automation work-flows on Plumb5

If you interested in testing the robot on your site or would want to understand the scoring pattern, enter your details and we will loop in ASAP

Overlay NLP Based Search over any data infrastructure

easy

 

The Plumb5 Data Search allows users to simply search for answers and reports by simply integrating it into the existing data environment.

The integration can be done in 3 easy steps

  1. Data Tagging: If the data is lying in silos and not unified, then we plug all data sources to tag relevant data entities using the tag manager. If data is unified, we can jump to the next step.
  2. Based on the relationship, we generate a structure and map it with the NLP keyword list, created by the data prep team.
  3. Set permissions for users allowing them to get answers within the permissible limit

The business can now allow any user to ask and find answers or reports over the connected data. This saves the humungous amount of time required for techies and analysts to create custom reports over multiple silos.

As data grows, all we need to do is to add the new data entities to the relationship structure and update the keyword list.

The Plumb5 Data relationship model is scalable. Click here to read about the data model and how it helps in real-time data synthesis.

 

Data Security and Governance

As the volume and proliferation of data—from cloud to mobile to social to machine—continues to grow, serious measures need to be taken to deliver safe harbor for sensitive data. Data security governs protection across data states throughout its lifecycle, whereas data privacy defines that access based on privacy policies and laws.

The focus of this article is to explain how Plumb5 users can easily govern their data by controlling data access to its unit parameter and be assured of protection across data states (in motion, at rest, creation and disposal)

Data Security: Businesses can address each of their security needs by data masking and data encryption techniques across the 4 data states. Be it data for customer service, analysis, learning or reporting or even to share it with outsourced vendors, sensitive data can be protected from any kind of attacks.

dataprotRobust network security will help protect data in transit. Firewalls and network access control will help secure the networks from attacks and intrusion.Dynamic data masking limits sensitive data exposure by masking it to non-privileged users.

Policies for systematically categorizing and classifying all company data, no matter where it resides, in order to ensure that the appropriate data protection measures are applied while data remains at rest and triggered when data classified as at-risk is accessed, used, or transferred.

By defining, analyzing, and protecting sensitive data at its source, Plumb5 helps in keeping your data secure before it proliferates throughout your organization.

Data Access and Permissions

The platform provides a flexible data sharing model that makes it easy to assign various data sets to different sets of users. This ensures you can balance security and convenience, minimizing the risk of stolen or misused data while making sure all users can easily access the data they need.

The platform includes simple-to-configure security controls that make it easy to specify which users can view, create, edit, or delete any record or field in the app. You can configure access at the level of the organization, objects, fields, or individual records.

create_user_perm

By combining security controls at different levels, you can provide just the right level of data access to thousands of users without having to specify permissions for each user individually.

Users can create a user group and map data columns individually with further permissions to read/write data.

With the unified data architecture, the business can improve privacy through individualization where privacy rules can be designed based on traits and preferences, which can help in individual compliance with data privacy.

 

Smarter and Effective Data Infrastructure for Businesses

A smart data infrastructure which enables self-service model, not only solves cost overheads but also ensures effective and timely data dissemination paving way for quicker business growth.

IT HyperConvergence just around the corner – Gartner

With Hyperconvergence happening in the Systems area, Silos will be completely eliminated.Secondly, “One throat to Choke” will be approach taken by all IT infra teams as it is easy to manage security with an converged IT,….in the near future,we are going to see 100s of end points, that does not mean 100s of systems & operations. This is leading to a growing demand in Integrated Systems. Hyperconverged operational & BI systems is the way forward

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Real-time Information Processing

Unified intelligence platform for business delivering real-time customer engagement, real-time operational intelligence and business predictions using inbuilt supervised learning techniques.

Plumb5’s data model is designed to learn and serve decisions across any touchpoint, irrespective of customers or business users. The platform allows the users to configure and supervise information processing workflows by managing weights and rules.

The platform will allow you to plug/sync data acquisition sources like CRM, ERP and other. Using the rules of the data model, the platform organizes the incoming data in real-time and using models, it will serialize and score to auto-classify states in real-time, where states act as the signals to initiate next-action triggers.

Past data or legacy data is subjected to a similar routine to organize the data as per the data model. Scoring algorithms run over this data to produce an aggregated score. When new related data is acquired, it stacks up for computation between the new data and the past aggregated score, arriving at the new aggregated score, which might lead them to a new state, based on the score range.

The automation engine works based on a set of rules configured by relevant users. For example. A marketing user might configure a drip cross-channel marketing campaign whenever their customer reaches a specific state (segment) or the operational user can set up a workflow for approvals whenever the product status or value reaches a particular state.

The platform uses the inbuilt 1:1 data model to deliver messages across any channel either by using proprietary scripts and SDKs for web, desktop or mobile applications and connectors for third-party service providers for Email/SMS/Click to Call services.

The platform comes with in-built models for real-time propensity scoring for behavioral insights, probabilistic attribution model for weight distribution and real-time association rule for recommendations. Data sequencing based on time inputs allows real-time extraction of patterns and allows possible path predictions to arrive at next best actions.