IBM has announced two analytics-focused research projects that the company said would help telecom service providers and e-retailers improve customer service and loyalty as well as increase new-customer acquisitions.
Scientists in IBM Research labs in India and Israel have made advancements in analytics to examine the way customers communicate, make purchasing decisions, and download applications. Both projects enable communication providers to quickly find actionable insights in huge volumes of data - all the while learning how their customers' preferences change.
According to IBM its Social Network Analysis technology is being developed by scientists at IBM Research - India to map the social networks and calling patterns of telco subscribers. By sorting through the anonymous calling data, the technology is able to analyze people's social behavior with accuracy. This type of insight will enable service providers to improve the overall mobile telco experience. "IBM's Social Network Analysis and Customer Analyst technologies will provide telecom companies and retailers with significant insights about their consumers," said Dr. Guruduth Banavar, director of IBM Research - India and the global head of IBM Research's Mobile Web initiative. To preserve complete privacy, the technology does not capture any personal details of the callers, or any information about the conversation held during telephone calls. Instead, the algorithms examine enormous amounts of existing quantitative data such as call duration, volume, and time of day, as well as frequency and points of origination. IBM has applied for multiple patents on this technology.
The second project -IBM Customer Analyst technology, under development by IBM Research - Haifa, focuses on better understanding Internet users - particularly mobile telephone subscribers.
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