Agio Launches Machine Learning Customer Service Solution

NEW YORK, July 11, 2018 /PRNewswire/ -- Agio, a leading provider of managed IT and cybersecurity services for the financial services, healthcare and payments industries, announced today the launch of its cutting-edge machine learning solution to exponentially enhance the delivery of exceptional service at-scale.

Agio's new machine learning tool uses Natural Language Processing (NLP) to analyze and assess the sentiment of communications between Agio and its clients, ensuring a consistent, reliable and seamless client experience. The machine learning technology determines whether the sentiment is positive, negative or neutral, based on the tone and language of the content, and flags potentially negative or urgent communications for immediate response.

"Our team is committed to continually improving the experience of our clients, and at the center of this effort is the development and implementation of innovative technologies across our cybersecurity and managed IT offerings," said Agio COO, Miten Marvania.

The solution, now in use, creates a more positive client experience by enabling Agio to effectively prioritize thousands of client communications received on a daily basis. Emails flagged as "negative" or "urgent" are immediately addressed by Agio's client service team to ensure any issues are handled in a quick and effective manner – a fundamental necessity in dealing with sensitive managed IT and cybersecurity matters.  

To keep the solution updated, the machine learning technology which supports Natural Language Processing, is constantly validated and adjusted based on an ongoing review of its performance.

"In managed IT and cybersecurity, the ability to identify issues in real-time and respond swiftly are vital components of client service," said Agio CEO and Founder, Bart McDonough. "Through our commitment to innovation, we've become one of the first firms in our industry to truly leverage the capabilities of machine learning for the benefit of our clients, helping bring to fruition our vision to provide a more secure and reliable cyber environment."

About Agio

Agio is a hybrid managed IT and cybersecurity provider servicing the financial services, health care and payments industries. The company has extensive experience supporting the alternative investment space, specializing in hedge funds, private equity firms and asset managers. Agio offers technology hosting, monitoring, management, helpdesk, disaster prevention and recovery, as well as managed security, 360° cybersecurity programs, virtual CISO (vCISO) support and cybersecurity consulting. With nearly 200 employees, the company is headquartered in New York, NY with its Network Management Center (NOC) in Norman, OK and Security Operations Center (SOC) in Raleigh, NC. For more information, please visit https://agio.com/.

Contact:
Netanel Spero
[email protected] 
212-279-3115

SOURCE Agio

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https://agio.com/