Earley Information Science (EIS) offers transformative solutions for businesses grappling with complex customer service challenges, particularly within call center operations. Under the leadership of Seth Earley, EIS leverages its deep expertise in information architecture and AI to address critical pain points that plague customer service centers, such as fragmentation, legacy infrastructure, and the need for digital transformation. EIS’s approach is centered on improving efficiency, enhancing customer experience, and preparing businesses to adapt to and lead in the digital age​​. EIS emphasizes the importance of integrating digital transformation processes with the customer journey, ensuring that investments directly impact customer satisfaction and business outcomes. By focusing on the customer journey, EIS helps organizations identify bottlenecks and deploy technologies that optimize each stage, from discovery through support. This approach not only enhances the customer experience but also aligns tactical metrics with strategic outcomes, demonstrating the ROI of data and technology investments​​.
Furthermore, EIS addresses the critical need for call centers to improve service quality. Suggestions for businesses include avoiding outsourcing to locations with significant language barriers, ensuring customer service representatives can resolve issues efficiently in a single interaction, and utilizing technology to access customer records swiftly. These strategies aim to cultivate a base of loyal customers, as excellent customer service is paramount in today’s market where consumers are willing to switch brands for superior service​​.

Earley Information Science (EIS) sets itself apart in the field of information architecture and AI application through several key differentiators:

1. Deep Specialization in Information Architecture: EIS focuses exclusively on organizing information to drive business outcomes. This singular focus allows them to address complex data problems with domain expertise that general data analysts might not possess. Their specialization includes structuring unstructured data, filling industrial product data attributes, and more.

2. Proven Methodologies: With over 25 years of experience, EIS has developed and refined methodologies specifically designed for managing product data, content assets, customer data, and corporate knowledge bases. Their approach is tailored to efficiently organize, access, and utilize data, resulting in better business outcomes.

3. Governance-Driven Approach: EIS uses a governance-driven strategy to enable data agility. This approach provides organizations with the tools and processes needed to scale and adapt their data to meet the ever-changing needs of the business, ensuring long-term sustainability and flexibility.

4. Thought Leadership: EIS and its founder, Seth Earley, are recognized thought leaders in information science. They contribute over dozens of new ideas annually through published works and speaking engagements. This intellectual leadership translates into innovative solutions for customers, staying ahead of industry trends and leveraging the latest technologies to address business challenges.

5. Customer-Centric Solutions: EIS delivers results-driven solutions that are specifically designed to scale and adapt to the evolving needs of businesses. They take a customer-centric approach, ensuring that solutions not only address immediate issues but also support long-term strategic goals.

6. Industry-Wide Impact: EIS has delivered solutions for more than 100 brands across various industries. This wide-reaching impact demonstrates their ability to understand and address the unique challenges of different sectors, from manufacturing and distribution to retail and financial services.

7. Commitment to Innovation: EIS’s dedication to innovation is evident in their continuous contribution of new ideas to the field and their focus on developing leading-edge, data-enabled experiences. This commitment ensures that clients benefit from the latest advancements in AI and information management.

These differentiators make Earley Information Science a leader in its field, providing clients with a strategic advantage in managing and leveraging their data and AI technologies for improved business outcomes.

Built the knowledge base, taxonomy and ontology to power customer service operations for a large global tech company handling 1mm knowledge transactions per day. Made messaging across channels consistent so reps would provide the same information regardless of customer contact touch point.

Reduced manual help desk tasks by 10% for an insurance provider reducing call center volume while improving customer satisfaction through knowledge management strategy and execution

Insurance and financial services
Manufacturers (B2B and B2C)
Life sciences
Healthcare
Automotive
Retail

AI training and education
AI proof of value 2 week sprints
Customer journey mapping
Knowledge management strategy and optimization
Technology selection
Virtual assistant deployment
Content strategy and optimization
Generative AI strategy
Generative AI for corporate data (Retrieval Augmented Generation)
Generative AI for knowledge worker productivity
Semantic search deployment