During recent IBM analyst big data event, I learned about a new product, IBM Predictive Customer Intelligence. It extracts and processes customer-related data from multiple sources to analyze customer-related activities and has capabilities to predict customer behavior and actions. Predictive Customer Intelligence is built on IBM’s big data platform and supports extraction and integration of data from multiple sources, internal and external, and from structured and unstructured data. It can process data created by third-party products, such as text-based files of data created by converting speech to text. The product can capture and analyze customer interactions from multiple communication channels such as voice, email, text messages, chat and Web usage scripts and social media posts.
Topics: Business Analytics, Business Intelligence, Call Center, Cloud Computing, Collaboration, Contact Center, Contact Center Analytics, Customer Analytics, Customer & Contact Center, Customer Service, IBM, IBM Predictive Customer Intelligence, IBM Watson, Information Applications, Social Media, Text Analytics, Voice of the Customer, Customer Experience, Analytics