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: Social Media, Customer Analytics, Customer Experience Management, Voice of the Customer, IBM Predictive Customer Intelligence, Business Analytics, Business Intelligence, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, IBM, Information Applications, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, IBM Watson, Text Analytics