Asking questions is a natural way for customers and employees to seek information and find solutions.
Our Smart Social Q&A project provides software with capabilities for people to obtain satisfactory answers quickly. Smart Social Q&A can bring tangible ROI to enterprises in the areas of Workforce Optimization, Product Innovation, and Customer Care, by bringing together the knowledge stored in the heads of crowd to solve problems, both internally and for customers. In the context of Workforce Optimization, Social Q&A helps employees and contractors figure out a path forward in their work, find solutions to problems at work, or the answer to a customer question. All of these rapidly and significantly improve productivity.
The main features of Smart Social Q&A include:
- Seamless social Q&A experience with other social applications
- Discovery of similar questions and answers for askers
- Smart question routing with comprehensive asker/answerer modeling
- Rich social activities around questions and answers
Below is a scenario of using the Smart Social Q&A application in IBM Connections v4:
When a question is posed through our system, the system first searches the existing set of questions and answers and responds immediately if an answer already exists. If it is a new question, the system identifies answerers who have the ability and willingness to answer the question and routes it to them in real time. Smart Social Q&A can bring tangible ROI to enterprises in the areas of Workforce Optimization, Product Innovation, and Customer Care, by bringing together the knowledge stored in the heads of crowd to solve problems, both internally and for customers. In this demo, we show how our system provides seamless Q&A experience within IBM Connections by allowing people to ask questions easily wherever they are in Connections. The system recommends existing similar questions and answers to askers, and automatically routes new questions to those who can provide quick and good answers, communicating with answerers and askers via the Activity Stream and emails. Finally, people can explore questions and answers interactively within Connections, e.g. to see what unanswered questions exist in certain areas, what questions have all be routed to them asking them to answer, and which of the questions they asked are answered or open.