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IBM unveils new business intelligence technology
By siliconindia
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Wednesday, 19 March 2008, 01:27 IST
Bangalore: IBM has announced that researchers at IBM's India Research Laboratory have developed an advanced software technology that uses sophisticated math algorithms to extract and deliver business insights. The new business intelligence technology, called ProAct, helps organizations gain new business insights that can be used to improve customer satisfaction, develop new products and services, and find new business opportunities, which is the aim of IBM?s cross-company Information on Demand strategy.
Business intelligence plays a critical role for companies seeking to make timely decisions, improve performance, and increase customer satisfaction to stay competitive.
ProAct, developed by IBM India Research Laboratory, is a text analytics tool, which automates previously manual analysis and evaluation of customer service calls and provides timely insight to help companies assess and improve their performance. This technology mines both structured and unstructured data, giving access to information to change the way call center agents work.
"Call centers are really giant data factories of market research: Every time a phone call, e-mail or text message comes in from a customer, it is automatically stored and in many cases either left sitting on a hard drive or being poured over manually," said Dr. Daniel Dias, director, IBM India Research Lab.
Based on the Unstructured Information Management Analysis (UIMA) framework that IBM contributed to the open source Apache Software Foundation in 2006, the ProAct technology was initially developed as a service engagement. Now the new algorithms are being packaged in software and deployed in many IBM call center customers around the world.