Briefs

Sylvie Barak, 17 March 2008

IBM'S INDIA RESEARCH LABORATORY (IRL) boffins claim to have developed software which uses algorithms to dig up business insights and perceptions from within vast masses of information gathered during customer service calls.

Instead of the regular practice of asking customers to rate the call centre�s service, the new software takes a data mining approach, which aims to improve the overall quality of information a company can use as feedback from its customers. The new software, called ProAct, can allegedly enable a company to not only garner feedback from structured information sources like agent and product databases, but also from a clients� phone call transcripts and emails to the call centre.

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