LogicNets Blog

The Official Blog of LogicNets – Decision Engines

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Profile Magazine features LogicNets Customer Success Story

This month’s issue of Profile Magazine has an interesting feature on our customer Kirk Malloy, VP of Tech Services for Illumina. Kirk describes his overall success and strategy at Illumina and highlights the company’s use of LogicNets as their platform for automated troubleshooting.

The company uses LogicNets to automate web self-service for their customers, Call Center agents and Global Field Service reps.

As Kirk points out in the article, this technology strategy has resulted in significant improvement in rep training and ramp-up time, reduction in time-to-resolution, and better automated handling of initial issues by the customers themselves. If you consider the inherent complexity of Illumina’s genome sequencing technology, you can appreciate both the challenge and the results they’ve achieved.

Here’s a PDF of the article (which begins on page 2 of the document), and here’s the only-slightly-less-sexy online version of the article. Use the comments to let us know what you think or to ask us any questions!

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Featured in Mobile Health Marketplace Article

Check out this Mobile Health Marketplace article, featuring UCSF’s LogicNets-based app (developed by Dr. Robert J. Rushakoff) as one of the mobile health tools for diabetes highlighted at last year’s “Diabetes Management: Devices and Data Driven mHealth Tools” conference.

Mobile Health Marketplace

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Partnership Agreement Signed with ICT Automatisering

We’re very excited to announce that we’ve signed a partnership deal with ICT Automatisering, a highly-regarded technology solutions provider based in the Netherlands, to deliver our Expert System platform throughout Europe. You can read the full press release here.

ICT Automatisering

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LogicNets Application Wins Ingersoll Rand President’s Award

We were delighted to learn today from Lisa Beatty, HR Services NA Portfolio Manager at Ingersoll Rand, that her team has been awarded the Ingersoll Rand President’s Award for Operational Excellence for the deployment of their LogicNets-based application “MyAnswers”. With the use of the LogicNets expert system platform, valuable expertise is now available online, providing greatly improved self-service access to benefit information for all Ingersoll Rand employees nationwide, 24 hours a day, seven days a week. The success of the project means the group is considering expanding their scope to other regions this year.

Ingersoll Rand

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LogicNets Makes Researching Copyright Status Easier

We started working last year with Tulane Law School’s Elizabeth Townsend Gard and her husband Ron Gard on the Durationator — an online tool making it easier to research copyright status. Read all about it in Tulane’s New Wave news article.

Elizabeth Townsend Gard - photo courtesy of Paula Burch-Celentano/Tulane University

Elizabeth Townsend Gard – photo courtesy of Paula Burch-Celentano/Tulane University

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PALGA Contract Announcement

Big news!

We’re very pleased to announce that our decision engine platform has been selected as the core technology to power an automated synoptic reporting and diagnostic protocol system for PALGA, a Dutch-based foundation that services a nationwide network of over 50 pathology laboratories throughout the Netherlands. The contract was awarded in conjunction with ICT Automatisering (ICT), our new Dutch integration partner and a leading global provider of high-quality technology solutions.

You can read the full press release here.

Sample screen shot of PALGA's synoptic reporting application, created using LogicNets

Sample screen shot of PALGA’s synoptic reporting application, created using LogicNets

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Technical Documentation as Decision Support System

We wish we’d come across this post when it was first published, but better late than never. The article –  The Real Docs Need is Decision Support - by Mark Baker on his Every Page Is Page One blog describes how decision support provides a means of structuring the optimal delivery of knowledge – a point of view which is, obviously, very close to our own hearts.

The additional idea we’d like to add is that the key value underlying decision support technology is the quantitative management of the relationships between the information describing symptoms, causes, and supporting resolution resources. This means that Decision Support not only allows you to structure and automate diagnostic pathways that could be followed in applications available to agents and/or users, but it also allows for automated learning and evolution. As a result you allow users to answer questions applicable to a variety of different potential resolution pathways and have the system learn from the users’ repeated experience. For example: a user identifies his/her product’s internal networking as the problem area and the decision support system starts to ask relevant questions. As questions are answered, the user sees the most relevant probable causes and their respective probabilities. The user can keep answering questions until the probability is 100% or skip straight to an end-point and perform the recommended resolution steps to see if that doesn’t solve the issue. Once resolved, the system would factor in the final resolution pathway for future use and the organization would accumulate detailed statistics on the diagnostic results and the user experience.

So, Decision Support is much more than having an expert document his ideas at an initial point in time and structure a single recommended pathway. Rather it goes beyond to provide a self-maintaining knowledge repository that optimizes itself and reacts to changing approaches over time.


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