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© 2015 24/7 CUSTOMER, INC.
20-Nov-2015
Detect data anomalies and avoid
business disruptions
© 2015 24/7 CUSTOMER, INC. 2
• Introduction
• Why do we need Data
• What happens if Data is NOT fine 
• Thinking about Data Quality in Tangible terms
• Solution to focus on Data Quality
• Constructs
• High level architecture
• UX Learnings
Agenda
© 2015 24/7 CUSTOMER, INC.
Creating Intuitive Customer
Experiences Across Channels
Using Big Data to Anticipate, Simplify, and Learn
© 2015 24/7 CUSTOMER, INC.
About [Me]
4
• Senior Development Manager @ [24]7 Inc
• Our team handles 6 Products spread across in the space of Web
Analytics, Data Processing and Data Visualization – using
Elastic Search, Cassandra, mongoDB
• Education from BITS Pilani
• M.Sc (Hons) Economics
• B.E (Hons) Computer Science
• Prior to [24]7 ran company (Scube) for 5+ years.
• Love working on new technologies and products.
© 2015 24/7 CUSTOMER, INC.
[24]7 Intuitive, Predictive Experiences
Our goal:
Help our customers create a
single, digital channel for
sales and service
2.5B
digital interactions/year
1.5TB
of interaction data/week
#1 CE
Reducing effort across channels
50+Patents and Patents Pending
5
© 2015 24/7 CUSTOMER, INC.
Global Footprint
Delivery Centre
Guatemala City
Manila (4)Managua
HyderabadBangalore
Engineering Centre
Client Service
6
© 2015 24/7 CUSTOMER, INC.
Board of Directors
P V Kannan (PV)
Co-Founder & Chief
Executive Officer
[24]7Customer, Inc
S Nagarajan (Nags)
Co-Founder & Chief People Officer
[24]7
Michael Moritz
Managing Member
Sequoia Capital
Ram Shriram
Managing Partner
Sherpalo Ventures, LLC
George Shaheen
Director
NetApp
The company’s Board have been among the Top 3 in the Forbes‘ Midas List.
They have been involved in Google, Yahoo!, PayPal, Amazon and Kayak.
7
© 2015 24/7 CUSTOMER, INC.
Daily Data by Channel
8
190 GBSpeech
Online
© 2015 24/7 CUSTOMER, INC. 9
“Why do we need
data”
© 2015 24/7 CUSTOMER, INC.
Big Data is the Key to Intuitive Experiences
Using big data and prediction to deliver
more intuitive consumer experiences
10
© 2015 24/7 CUSTOMER, INC. 11
Data Quality
© 2015 24/7 CUSTOMER, INC. 12
“Data quality management is an important job
and Everybody is sure that Somebody will do it.
Anybody can do it, but Nobody does. Somebody
got angry about that because it was Everybody’s
job. Everybody thinks that Anybody can do it, but
Nobody realises that Everybody won’t do it. In
the end, Everybody blames Somebody when
Nobody does what Anybody could do”
© 2015 24/7 CUSTOMER, INC.
Data Quality – How to Solve
• Understand your business
• Find out what elements of data are critical
• Figure out elements that are time critical
• Build a solution that helps you in
• Finding data quality problems at time interval
• Finding data quality problems in real time
• Measure data quality in absolute terms
13
© 2015 24/7 CUSTOMER, INC.
Thinking about Data Quality in Tangible terms
14
Data Uptime
• Generate heart beat event from source at fixed intervals
Data Reliability
• Calculate heart beat and other key events across all the hops
Data Quality
• Give weightage to attributes and find out what percentage of it isn’t as per
expectation.
© 2015 24/7 CUSTOMER, INC.
DQ Dashboard
15
© 2015 24/7 CUSTOMER, INC.
Monitoring Dashboard – First attempt
16
© 2015 24/7 CUSTOMER, INC.
Monitoring Dashboard - Focus on Error
17
© 2015 24/7 CUSTOMER, INC.
Monitoring Dashboard - Sorted view of all clients
18
© 2015 24/7 CUSTOMER, INC.
How to Do It
19
Source Data Bus
(Kafka)
Elastic
Search
Aggregate
Store
Compute
API
App
(Dashboard, Alerts)
© 2015 24/7 CUSTOMER, INC.
How to DO it
• Magic is in Compute and API layer
• Data Point
• Smallest logical unit that can store value
• Data Point Attributes
• Condition
• Operator ( Count, Sum, Unique )
• Dimension
• API Layer
• Abstract out real time and time interval based metrics
• This would help in building wonderful visualization on top
20
© 2015 24/7 CUSTOMER, INC. 21
Coordinates
susheel.zaveri@247-inc.com
susheel.zaveri@gmail.com

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Data-Quality-OSI-Days

  • 1. © 2015 24/7 CUSTOMER, INC. 20-Nov-2015 Detect data anomalies and avoid business disruptions
  • 2. © 2015 24/7 CUSTOMER, INC. 2 • Introduction • Why do we need Data • What happens if Data is NOT fine  • Thinking about Data Quality in Tangible terms • Solution to focus on Data Quality • Constructs • High level architecture • UX Learnings Agenda
  • 3. © 2015 24/7 CUSTOMER, INC. Creating Intuitive Customer Experiences Across Channels Using Big Data to Anticipate, Simplify, and Learn
  • 4. © 2015 24/7 CUSTOMER, INC. About [Me] 4 • Senior Development Manager @ [24]7 Inc • Our team handles 6 Products spread across in the space of Web Analytics, Data Processing and Data Visualization – using Elastic Search, Cassandra, mongoDB • Education from BITS Pilani • M.Sc (Hons) Economics • B.E (Hons) Computer Science • Prior to [24]7 ran company (Scube) for 5+ years. • Love working on new technologies and products.
  • 5. © 2015 24/7 CUSTOMER, INC. [24]7 Intuitive, Predictive Experiences Our goal: Help our customers create a single, digital channel for sales and service 2.5B digital interactions/year 1.5TB of interaction data/week #1 CE Reducing effort across channels 50+Patents and Patents Pending 5
  • 6. © 2015 24/7 CUSTOMER, INC. Global Footprint Delivery Centre Guatemala City Manila (4)Managua HyderabadBangalore Engineering Centre Client Service 6
  • 7. © 2015 24/7 CUSTOMER, INC. Board of Directors P V Kannan (PV) Co-Founder & Chief Executive Officer [24]7Customer, Inc S Nagarajan (Nags) Co-Founder & Chief People Officer [24]7 Michael Moritz Managing Member Sequoia Capital Ram Shriram Managing Partner Sherpalo Ventures, LLC George Shaheen Director NetApp The company’s Board have been among the Top 3 in the Forbes‘ Midas List. They have been involved in Google, Yahoo!, PayPal, Amazon and Kayak. 7
  • 8. © 2015 24/7 CUSTOMER, INC. Daily Data by Channel 8 190 GBSpeech Online
  • 9. © 2015 24/7 CUSTOMER, INC. 9 “Why do we need data”
  • 10. © 2015 24/7 CUSTOMER, INC. Big Data is the Key to Intuitive Experiences Using big data and prediction to deliver more intuitive consumer experiences 10
  • 11. © 2015 24/7 CUSTOMER, INC. 11 Data Quality
  • 12. © 2015 24/7 CUSTOMER, INC. 12 “Data quality management is an important job and Everybody is sure that Somebody will do it. Anybody can do it, but Nobody does. Somebody got angry about that because it was Everybody’s job. Everybody thinks that Anybody can do it, but Nobody realises that Everybody won’t do it. In the end, Everybody blames Somebody when Nobody does what Anybody could do”
  • 13. © 2015 24/7 CUSTOMER, INC. Data Quality – How to Solve • Understand your business • Find out what elements of data are critical • Figure out elements that are time critical • Build a solution that helps you in • Finding data quality problems at time interval • Finding data quality problems in real time • Measure data quality in absolute terms 13
  • 14. © 2015 24/7 CUSTOMER, INC. Thinking about Data Quality in Tangible terms 14 Data Uptime • Generate heart beat event from source at fixed intervals Data Reliability • Calculate heart beat and other key events across all the hops Data Quality • Give weightage to attributes and find out what percentage of it isn’t as per expectation.
  • 15. © 2015 24/7 CUSTOMER, INC. DQ Dashboard 15
  • 16. © 2015 24/7 CUSTOMER, INC. Monitoring Dashboard – First attempt 16
  • 17. © 2015 24/7 CUSTOMER, INC. Monitoring Dashboard - Focus on Error 17
  • 18. © 2015 24/7 CUSTOMER, INC. Monitoring Dashboard - Sorted view of all clients 18
  • 19. © 2015 24/7 CUSTOMER, INC. How to Do It 19 Source Data Bus (Kafka) Elastic Search Aggregate Store Compute API App (Dashboard, Alerts)
  • 20. © 2015 24/7 CUSTOMER, INC. How to DO it • Magic is in Compute and API layer • Data Point • Smallest logical unit that can store value • Data Point Attributes • Condition • Operator ( Count, Sum, Unique ) • Dimension • API Layer • Abstract out real time and time interval based metrics • This would help in building wonderful visualization on top 20
  • 21. © 2015 24/7 CUSTOMER, INC. 21 Coordinates susheel.zaveri@247-inc.com susheel.zaveri@gmail.com

Notas del editor

  1. Cover Cover slide First opening slide in the presentation *also available in the dark theme
  2. Intros, Greetings, etc. <Bridge to the next slide, which is a factoid-based attention-getter.>
  3. USP: At [24]7, we use big data and predictive analytics to help businesses deliver more intuitive sales and service experiences. With the world’s biggest cloud-based care platform, we do this over 2.5 billion times a year on the web, mobile, voice, and agent channels of the world’s most prominent brands. For example, with one of our customers, we helped them reduce their annual customer service call volumes from 10M calls annually to JUST 1M in a single year. And increased their overall CSAT score at the same time. Point B: Over the next 30 minutes, I’m going to show you how [24]7 can partner with you to make the most of this opportunity, and change the way you connect with your customers.
  4. This is the problem we’re solving for our customers, and we are taking a unique approach, and developing a new kind of platform. To deliver on the promise of ASL, we’re drawing on the power of big data sciences, behavioral analysis, and predictive modeling to power our solutions. We invented the Px Platform to solve the multichannel customer care problem in a scalable, repeatable way. To meet these key requirements, needs a new kind of platform. To get to ASL, we’re bringing together the power of Big Data sciences….
  5. Title, Content Title One primary content field for a text field, table, chart, graphic, image, or media element.