Scientists at IBM's India Research Laboratory have developed software that quickly extracts useful business information from customer service calls. Called ProAct, the technology helps organisations improve customer satisfaction, develop new products and services, and find new business opportunities.
"Call centres 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. "Most companies aren't even scratching the surface for what could be a gold mine of information about their products and services."
ProAct is a text analytics tool that automates manual analysis and evaluation of customer service calls, providing insight very quickly.
"ProAct successfully reduced the customer-agent interaction data analysis time from 10 minutes per enquiry to only 30 seconds for the entire record of data," said Dr. Shantanu Godbole, lead researcher on the project.
Learn more:
IBM Software Finds Hidden Product and Service Insight in Customer Interactions (press release) (US)