IBM develops industry''s first information mngmt project

MUMBAI: HDFC Bank Limited has selected IBM for an industry-first information management software project designed to help HDFC rapidly enhance customer care and identify new business opportunities, IBM today announced in a statement.

Using the new software developed by IBM Research Laboratory, India, the bank will be able to make full use of the customer feedback received from emails and phone calls from among its 535 branches in 300 cities.

This feedback will be analyzed so business insight can be extracted, enabling the bank to better respond to customer complaints and suggestions spread across the company's computer systems.

The IBM solution automatically correlates incoming information with existing customer data and other business intelligence sources, and provides insight into changing customer needs and banking trends.

This real-time analysis enables HDFC Bank to quickly respond to emerging customer demands, capitalize on unexpected opportunities, and deliver a higher-level of personalized service.

"Through a combination of research technology, internal development and acquisitions, IBM has put together the industry's most complete set of technologies in the market for delivering new levels of business insight," said Ponani Gopalakrishnan, director, IBM Content Discovery Solutions.

Building upon the successful solution developed for HDFC Bank and other new technologies recently developed by IBM Research, IBM is delivering new software solutions to help organizations like HDFC Bank access, analyze and deliver the right information in the right context to optimize business processes.

These solutions will deliver increased business insight by combining structured and unstructured information using text analytics to turn content into information that can be more readily leveraged by users and applications. The offerings, based on IBM OmniFind search technology, will also provide clients with new ways to use semantics and enterprise search, introducing software for analyzing all kinds of content, including text, voice and even images and video.

The solution IBM designed for HDFC rapidly categorizes and manages a wide variety of customer e-mails and calls on numerous subjects, such as complaints, billing questions or other types of inquiries, and enables identification of specific issues associated with each inquiry such as late payment, service charges or interest rates. The solution also automatically assesses the sentiment of the customer to determine their level of concern or satisfaction, and identifies the top keywords mentioned throughout the content.