Back in 2016, Mobalytics wowed the judges at Disrupt SF with its data-based coach for the exploding competitive gaming world, winning the Startup Battlefield. The company is building on the success of the past few years with a new funding round and a compelling new collaboration with Tobii that uses eye-tracking to provide powerful insights into gamers’ skills.
Mobalytics began with the idea that, by leveraging the in-game data of a competitive esport like League of Legends (LoL), they could provide objective feedback to players along the lines of how fast or effective they are in different situations. Quantifying things like survivability or teamplay provides an analogue to similar measures in physical sports.
“On an athlete you have all these measurements, like pulse oximeters, ECGs, the 40-yard dash,” said Amine Issa, co-founder and “Warchief of Science.” Not so much with PC games. Their challenge at that time was to take the LoL API provided by Riot and transform it into actionable feedback, which the company’s success in the years since suggests they managed to do.
But Issa had always wanted to use another, more direct and objective measurement of a gamer’s mental processes: eye tracking. And last year they began an internal project to evaluate doing just that, in partnership with eye-tracking hardware maker Tobii.
“If you know where someone is looking, it’s the closest thing to knowing what they’re thinking,” Issa said. “When you combine that with the larger picture you can put together something to help them along. So we spent six months conducting research, taking players of different levels and roles and studying their eye tracking data to find some metrics we could organize the platform around.”
Not surprisingly, there are characteristics of the highly skilled (and practiced) that set them apart, and the team was able to collect them into a set of characteristics that any player can relate to.
“We had to think about how to build a product that people want to use. One thing we learned after TechCrunch is that even a simple score from 0-100 doesn’t work for everyone. You need to provide the context for that. So with something like eye tracking, you’re getting 30 data points per second — how do you break that down in a way that players understand it?”
Talking to professional gamers and coaches during the study helped them form the main categories that Mobalytics now tracks with the aid of a Tobii device, like information processing, map awareness and tunnel vision.
“It’s important to be able to tell a narrative to people. Say you get ganked a lot,” said Issa, referring to the unfortunate occurrence of being picked off by enemy players while alone. “Why are you getting ganked? If your vision score is high but map awareness is low, that’s one thing. Did you know all the information and go in arrogantly, or were you not aware? League is a very complicated game, so players want to know, in this specific fight, what did I do wrong, and what should I have done instead?”
That second question is a tougher one (though perhaps AI MOBA players may have something to say about it), but the metrics are powerful in and of themselves. “Pros are fascinated by this technology,” Issa said. “There’s a lot of ‘I had no idea’ moments. Coaches have said, these are my fastest players but it’s cool to see that as a quantifiable variable.”
Tobii’s head of gaming, Martin Lindgren, echoed this feeling: “Pro teams aren’t interested in being told what to do. They want the data so they can draw their own conclusions.”
Tobii now has a gaming-focused eye-tracker and integrates with a number of AAA games, like Rise of the Tomb Raider, where it can be used in place of fiddly aiming using the analog sticks. As someone who’s bad at specifically that part of games, this is attractive to me, and Lindgren said opportunities like that are only increasing as gaming companies embrace both accessibility and try to stand out in a crowded market.
The companies have worked together to improve the eye-tracking coaching, for instance lowering the number of games a user must play before the system can accurately track their in-game actions; Lindgren said the collaboration with Mobalytics is ongoing — “definitely a long-term partnership” — in fact Tobii’s relationship with the founders predates their startup.
The ultimate goal of Mobalytics is to have a gaming assistant that adapts itself to your playing and preferences, making intelligent suggestions to improve your skills. That’s a ways off, but the company is getting the hang of it. Its first product, the LoL assistant, took a year to build, Issa said. A more recent one, for Legends of Runeterra, took three months. Teamfight Tactics took three weeks.
Admittedly it was more difficult to design one for Valorant, which, being a first-person shooter, is wildly different from the other games — but now that it’s done, a lot of that work could be applied to an assistant for Counter-Strike or Overwatch.
Expansion to other games and genres is the reason for raising an $ 11 million Series A, led by Almaz Capital and Cabra VC, with HP Tech Ventures, General Catalyst, GGV Capital, RRE Ventures, Axiomatic and T1 Esports participating.
“It was a very different experience from the post-TechCrunch one, where you’re in the spotlight and everyone’s throwing money your way,” said Issa. “But we’ve built a successful product on LoL, expanded to four games, today we have more than seven million monthly active users… Our plan is to double down on what’s worked for us and create the ultimate gaming companion.”
Though the Facebook-owned app doesn’t give users complete control, there are ways to limit the data it collects and the types of ads you see.
Feed: All Latest
Invoca, an AI-powered call tracking platform, published their Call Tracking Study Guide in March of this year. The in-depth guide demystifies call tracking technology and reviews how call tracking tools help marketers connect digital campaign data to inbound customer phone calls.
Call tracking is a powerful way for marketers to understand exactly where phone calls are coming from with granularity that, for the most robust tools, can extend down to the keyword level. This data helps reveal what platforms, publishers, keywords, and channels drive high-intent customers to call and can help marketers create a more informed media allocation strategy.
Content produced in collaboration with Invoca.
Call tracking 101: A brief introduction
The tag also captures various referrer elements such as utm source, medium, paid search keyword and Google click ID—this is what enables Invoca to connect user data to phone calls.
Example of dynamic tracking phone numbers on a landing page—source: Invoca
When the tracking number is called, the platform can also route the caller to the appropriate person or call center depending on what marketing content they are viewing, reducing time on hold and call transfers. Data is collected based on the specific call number which can include caller information, keyword, referrer type (e.g., banner ad, search ad, or social media ad) and referral source (e.g., Google, Facebook, etc.) which can also be used to inform the call center and create a highly personalized experience for the caller.
Example of referral data info in Invoca
Not all call tracking tools are created equal
There is a large selection of call tracking tools on the market that range from basic to advanced in terms of features and functionality.
Basic tools provide limited data to marketers, but they ignore the larger customer journey and tend to focus on last-touch attribution (e.g., making it difficult or impossible to determine where the call came from).
Some metrics a basic tool might track include:
- Call volume
- Call time and duration
- Caller information
- Basic campaign attribution
These tools provide some sense of campaign performance, but fail to tell the full story that can be gleaned when connecting analytics platforms (e.g. Google Analytics) to call information.
More advanced AI-powered call tracking tools like Invoca aim to bridge that gap, while also automating some marketing actions after the call takes place.
Advanced capabilities that AI-powered call tracking tools provide include:
- Touchpoint attribution—Tie a call back to its source such e.g. paid search or social
- Data unification—Integrate with multiple online (and offline) sources such as CRM tools
- Data analysis—Use AI to analyze phone conversations and provide insight on call drivers, behaviors and outcomes
- Marketing integration—Push data to the marketing stack for automation, optimization, analysis and more
The end result—and key benefit—of implementing an advanced call tracking tool is to gain valuable insight about campaign performance and attribution.
Call tracking 201: AI and machine learning
Martech companies are increasingly powering their technology with AI-driven platforms. AI enables marketers to gain intelligence quickly and make better-informed decisions. This trend bridges multiple industries, as shown in the graphic below.
Companies that utilize or provide AI technology—source: TOPBOTS
Invoca uses Signal AI to help measure and attribute online conversions by mining data from the phone conversations themselves, freeing up valuable time for marketers who no longer have to listen to every call.
Signal AI uses AI to detect intent and patterns in language to provide actionable insights and conversion data (sale made, appointment set, etc.) for marketers. This is accomplished through a series of steps that start with the recorded conversation, transcribing the call into text which can then be analyzed by an algorithm, identifying key patterns, phrases, and actions, and pushing these insights to your marketing stack. Here’s a visual of what that looks like. Note that Invoca does not save call transcripts and is HIPAA and PCI compliant, an important distinction for marketers concerned with data privacy.
Image source: Invoca
Signal AI uses machine learning, an application of AI, which gives machines access to the data so that they can learn from it. AI works in conjunction with machine learning to provide actionable and accessible data to marketers—but marketers still need to review this data and make decisions based on their own observations and conclusions.
Invoca offers two versions of Signal AI to their call tracking clients. Pre-trained AI uses industry-based predictive models that have been “pre-trained” using thousands of hours of call data.
Custom AI is more appropriate for certain businesses, such as those with high volumes of calls or sophisticated data needs. This more complex option takes longer to create and implement, however, it can help certain businesses predict call outcomes with a higher degree of accuracy.
Debunking some common assumptions
Skeptics may think that humans can classify calls more efficiently and accurately than AI, but the truth is the opposite. AI learns over time and it never gets tired, so it’s an effective and accurate way to classify calls without bias. Here are some other call tracking myths, debunked:
- It’s hard to set up AI-based call tracking—Pre-trained AI models take the guesswork out of setup for certain industries such as insurance and can identify the most common outcomes (e.g., product purchased).
- All AI-based call tracking is the same—False! Invoca’s Signal AI uses predictive analytics (rather than just transcription) and continues to learn. It also provides performance scoring for easy reference.
- Only big companies can afford AI-based call tracking—Wrong again. Invoca is tag-based and easy to implement. You don’t need a dedicated IT team or programmer to get up and running.
Clear strategy and clean data
The true power of AI-based call tracking is, in a word, attribution. It’s the ability to unify call data across multiple sources and attribute it to all consumer touchpoints.
Invoca does this by collecting data from multiple sources: campaign and website data, first-party data (e.g., pulled from your CRM), third-party demographic data, call data such as length, time and location of call, and conversational data (derived from speech analysis).
Once all the available data is unified, Invoca’s technology determines the value of the call by analyzing the spoken conversations within the calls. Invoca’s AI synthesizes various word patterns (e.g., “I’m almost ready to buy, but I’m waiting for XYZ to happen”) and then classifies them into useful datasets.
Signal AI helps predict the type of call (e.g., sales, service, complaint) which allows marketers to optimize media placements, ad content, and more. This level of analysis can also help inform the call experience itself by identifying issues that may frustrate callers.
Connecting call data to campaign data can help in other ways too. For example, marketers can use call information for ad suppression, making sure customers don’t see offers for something they’ve already purchased or retargeting ads to people who called but didn’t make a purchase.
Tying it all together
One of the most powerful features of the more robust, high-end call-tracking tools like Invoca is the ability for them to integrate with existing marketing platforms like Google Analytics, Adobe Experience Cloud, and Salesforce.
This gives marketers a clear picture of where their customers are at every step of the journey. It closes the attribution loop, allowing you to demonstrate what’s working from an ROI standpoint, a metric that’s key when it comes time for approval and budget allocation.
When considering implementing a tool like Invoca, the bottom line is always the top priority—will we make money with this martech investment?
Invoca customers have seen up to 60% increase in conversions when implementing the tool (without any additional media spend), an important consideration when factoring in ROI.
The Invoca Call Tracking Guide covers all this including what questions to ask vendors when considering a new tool and what to consider when shopping for a call tracking solution.
To learn more about call tracking technology from functionality to implementation and how call tracking can help with campaign optimization and attribution, download Invoca’s whitepaper, “The Call Tracking Study Guide for Marketers.”
The post Guide to call tracking and the power of AI for analyzing phone data appeared first on Search Engine Watch.
When I ask prospects or clients if they are tracking phone calls from their website, they often tell me they are not, never thought of it or “I guess we could look at our records from the phone company”. To make things worse, nowadays trying to make sense of attribution and storytelling to the client on performance has become an analytical nightmare. In this post, I will discuss the many benefits of Call Tracking and why it matters so much for both advertisers and agencies.
Let’s be clear, Call Tracking may not be beneficial for every business. In fact, some may not want to receive phone calls simply because they solely want to rely on online forms or digital transactions. But…. Here’s the problem. For those businesses that do rely on phone calls for their business’s success, it’s imperative that they know where the calls are coming from. This is not only a dilemma for the business, but also the agency or marketing director handling the marketing and advertising dollars.
Benefits of Call Tracking
For many years, I have managed everything from PPC, SEO, Email, Landing Pages, Social, etc…. In fact, even though they had extensive Google Analytics and platform pixels installed, tracking phone calls from the website was always the biggest obstacle because I could not verify that metric. With the addition of call tracking “into the mix”, it allows me as a marketer to identify which Ad platforms, campaigns and keywords generate phone calls. In addition, I can then correlate the Caller Id’s in the reporting to justify a valuable lead from a junk lead.
Learn more about Call Rail
While there are many call tracking companies available online, I have found that Call Rail provides the best features, easiest integration and frankly top-notch customer service around. Here are just some of the features of Call Rail:
Visitor & Keyword-Level Tracking
CallRail’s call tracking can reveal which keywords, campaigns, and landing pages are effectively driving phone conversions. See your visitor’s journey through your website before, during, and after the call.
Dynamic Number Insertion
Campaign-Level Call Tracking
Create trackable phone numbers to use in all of your online and offline marketing campaigns, including paid search, digital advertising, direct mail, television, radio, and print ads. Find out which ads are effective.
Multi-Channel Call Attribution
See the full story on your PPC, organic, social, remarketing, and other campaigns. Understand how they influence your customer’s journey. Multi-channel call attribution goes beyond first- and last-click metrics.
Capture leads from forms instantly, and let CallRail alert you by phone, text message, or email. View detailed information about where your form completions are coming from and call customers back immediately.
Dell just announced that it has agreed to buy back the VMware tracking stock from the EMC acquisition. The company confirmed the buy-back price of $ 120 per share for a total of $ 23.9 billion. With today’s move, Dell will return to being publicly traded starting on December 28th.
Sixty-one percent of shareholders voted in favor of the deal. It’s unclear how Wall Street will deal with the $ 50 billion debt load the company is carrying as a result of that $ 67 billion EMC acquisition from two years ago, but chairman and CEO Michael Dell got the results he wanted.
“With this vote, we are simplifying Dell Technologies’ capital structure and aligning the interests of our investors,” Dell said in a statement.
A company spokesperson confirmed that Dell is going public again. “Portions of Dell Technologies have been publicly traded through, for example, VMware and the tracker stock. The NYSE:DELL Class C shares will enable investors to invest in the full breadth of Dell Technologies company.” In plain terms, that means the company will be sold on the New York Stock Exchange under the DELL symbol.
Part of the EMC deal was a payout to shareholders based on VMware tracking stock. VMware was a key part of the deal in that it was one of the more valuable pieces in the EMC federation of companies. It still runs as a separate company with separate stock listing.
There was much drama prior to this vote with activist investor Carl Icahn suing the company last month after Dell had announced a price of $ 21.7 billion for the tracking stock last July. The move did get Dell to move the needle on the price a bit, although not as much as Icahn had hoped.
With today’s vote, Ray Wang, founder and principal analyst at Constellation Research says that the company is looking to move away from activist investors like Icahn and Elliott Management to more traditional institutional investors. “Michael Dell is attempting to rid his short term activist shareholders for more mid- to long-term institutional types as he goes public again,” Wang explained.
As the company returns to the public markets, it means it is in the fairly unique position of going from from public to private to public again. Dell originally went public in 1988 before taking the company private again in 2013 in a $ 24.4 billion buy-back.
At least one other company, Deltek, took a similar path over a decade ago. It was eventually was sold to private equity firm Thoma Bravo for $ 1.1 billion in 2012 before being sold again in 2016 for $ 2.8 billion.
Google Maps has been steadily rolling out new features to make its app more than just a way to find places and navigate to them. In recent months, it’s added things like group trip planning, music controls, commuter tools, ETA sharing, personalized recommendations, and more. Now, it’s introducing a new way for users to follow their favorite businesses, as well – like restaurants, bars, or stores, for example – in order to stay on top of their news and updates.
If that sounds a lot like Google Maps’ own version of Facebook Pages, you’re right.
Explains the company, once you tap the new “follow” to track a business, you’ll then be able to see news from those places like their upcoming events, their offers, and other updates right in the “For You” tab on Google Maps.
Events, deals and photo-filled posts designed to encourage foot traffic? That definitely sounds like a Facebook Page competitor aimed at the brick-and-mortar crowd.
Businesses can also use the Google Maps platform to start reaching potential customers before they open to the public, Google notes.
After building a Business Profile using Google My Business which includes their opening date, the business will then be surfaced in users’ searches on mobile web and in the app, up to three months before their opening.
This profile will display the opening date in orange just below the business name, and users can save the business to one of their lists, if they choose. Users can also view all the other usual business information, like address, phone, website and photos.
The new “follow” feature will be accessible to the over 150 million places already on Google Maps, as well as the millions of users who are seeking them out.
The feature has been spotted in the wild for some time before Google’s official announcement this week, and is rolling out over the next few weeks, initially on Android.
The “For You” tab is currently available in limited markets, with more countries coming soon, says Google.
Get the latest on two important tracking updates happening in Bing Ads!
Read more at PPCHero.com
Explore what call tracking is and the importance of being able to obtain insights into which marketing activities are driving phone sales.
Read more at PPCHero.com
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