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1
Optimize Business Insights with IBM Content Analytics
Business Overview and Introduction
Oran Aish ECM & Content Analytics Solution Leader
IBM Israel, Global Business Services
23/07/2012
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Agenda
• The Growing Need for Content Analytics
• Business Drivers for Content Analytics
• IBM Content Analytics Overview
• Q&A
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We have numerous competitors in this converging market
But competitors lack our integrated mix of NLP, text mining and content classification capabilities
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Agenda
• The Growing Need for Content Analytics
• Business Drivers for Content Analytics
• IBM Content Analytics Overview
• Q&A
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Content Analytics Use Cases
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IBM Content Analytics adds value to…
Automotive Quality Insight
•Analyzing: Tech notes, call logs, online media
•For: Warranty Analysis, Quality Assurance
• Benefits: Reduce warranty costs, improve customer
satisfaction, marketing campaigns
Crime Analytics
• Analyzing: Case files, police records, 911 calls…
• For: Rapid crime solving & crime trend analysis
• Benefits: Safer communities & optimized force deployment
Healthcare Analytics
•Analyzing: E-Medical records, hospital reports
•For: Clinical analysis; treatment protocol optimization
•Benefits: Better management of chronic diseases;
optimized drug formularies; improved patient outcomes
Insurance Fraud
• Analyzing: Insurance claims
• For: Detecting Fraudulent activity & patterns
• Benefits: Reduced losses, faster detection, more
efficient claims processes
Customer Care
•Analyzing: Call center logs, emails, online media
•For: Buyer Behavior, Churn prediction
•Benefits: Improve Customer satisfaction and retention,
marketing campaigns, find new revenue opportunities
Content Assessment
•Analyzing: File shares, Sharepoint, multiple content
repositories
•For: Content Decommissioning or Smarter Archiving
•Benefits: reduce storage costs, repurpose IT assets,
save on energy consumption, reduce risk exposure
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Solution components:
IBM GBS Application Innovation
Service (AIS); IBM GBS BAO
IBM ITS Delivery
IBM DB2 9.7, I
IBM Content Analytics
IBM WebSphere Application
Server
IBM Tivoli Storage Manager,
v6.1, Tivoli Monitoring V6.2
IBM Power Servers
“Speed plus accuracy are the keys to competitiveness.”
The Need:
The regulation and legislative database business is one of the client’s most
important business areas. With more than 1,200 of the country’s 1,800 local
governments as clients, the company needed to improve the accuracy and
speed of its regulation update service in order to stay ahead of new
competitors and technology improvements.
The Solution:
The company transformed its regulation management and updating system
with the help of natural language analysis technology and advanced search
technology. The new regulation revision system can automatically recognize
changes to regulations, updating them automatically, replacing a time-
consuming, error-prone human process.
What Makes it Smarter:
Automatically amends legislation and regulations by analyzing the meaning
of revisions, almost instantly integrating revisions to the original legislation
texts
Improve accuracy in regulation revision, and represents a significant
improvement in the speed of regulation revision
Shortens the lead-time to bring new updated legislation to clients (local
governments) by 50%
Legislative Document Revision Company Advanced natural language analysis and smarter searching speed regulation revision
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Japanese computer services company Analyzes multichannel customer input for improved service
The need:
A Japanese computer services company receives over 10,000 instances of customer
input monthly as it provides onsite support and support center services. The company
kept precise correspondence logs, but they were difficult to summarize and analyze.
To improve service quality and increase its understanding of customer needs, the
company needed to analyze the large and growing volume of input.
The solution:
The company implemented a text analytics solution to combine customer input with
other data so it could anticipate and detect failures of individual products and products
deployed in combination. The solution makes that possible, while also enabling the
company to run various analyses with many conditions, to respond more quickly than
competitors to service requests, and to report findings to customers.
What makes it smarter:
Analyzes customer input data and detects potential problems gathered from
multiple channels to help the company understand customer needs to
significantly improve service quality
Integrates data from onsite service and support center calls; manages and
analyzes more than 10,000 inputs per month from all over Japan
Manages all digitized data—including inquiries, requests and complaints received
via phone and email—to present a single, unified view
Text analysis provides new
customer insights for greater
competitiveness.
Solution components:
IBM® WebSphere®
Application Server
IBM System x®
IBM Content Analytics
IBM Global Technology
Services
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Massive recall of vehicles often makes the headlines…
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For example, in early May 2009, we found defects of a specific car model were significantly increasing from March to April.
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We can quickly drill into details of the defects for this model and see the issues are related to rust.
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Several month after our finding, we saw this potential problem was making headlines
http://usnews.rankingsandreviews.com/cars-trucks/daily-news/091009-Toyota-Tundra-Investigated-For-Severe-Frame-Rust-Problems/
http://wheels.blogs.nytimes.com/2009/10/08/safety-agency-is-looking-into-rust-issue-on-toyota-tundra/?hp
http://jalopnik.com/5376116/nhtsa-opens-investigation-into-tundra-frame-rust-reports
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Is it worth not knowing?
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Agenda
• The Growing Need for Content Analytics
• Business Drivers for Content Analytics
• IBM Content Analytics Overview
• Q&A
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Delivery of Insight to Users, Systems and Processes
Industry Solutions
Business Intelligence Predictive Systems
ECM Advanced Case Mgt
Solution and Modeling Tools
IBM Content
Analytics Studio
IBM
Content Classification
External and Internal Information Sources
Sources
Analysis
Exploration
Interactive Assessment and Discovery of Business Insight
IBM
Content
Analytics
IBM Content Analytics Approach
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Automatically
Extracted and
Analyzed
Concepts, Entities,
Relationships,
Meta Data and
Classifications
Views, Filters and
Thresholds
Search Query Exploration
Visualization with Drill Down for Exploration and Assessment
The Interactive Discovery User Interface Explained
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User Interface Overview
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Connections View
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Connections View
Identify relations between “FORD”, “blow” and “FIRESTONE”
• Show relationship between multiple facet values • Connections between nodes represents correlation between two facet values • Color of line represents the importance of correlation index (red is the
highest)
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Sentiment Analysis
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Sentiment Table
- Lists values of selected facet with its overall sentiment
- Shows the numbers of positive/ambivalent/negative documents and their percentage
Sentiment Table
- Lists values of selected facet with its overall sentiment
- Shows the numbers of positive/ambivalent/negative documents and their percentage
Selecting any facet value displays an
evaluation of sentiment for that facet
Selecting any facet value displays an evaluation of
sentiment for that facet
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IBM Content Analytics Perspectives
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Supported Languages
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