IBM has announced two analytics-focused research projects that will help telecom service providers and e-retailers improve customer service and loyalty as well as increase new-customer acquisitions. Scientists at IBM Research labs in India and Israel have made advancements in analytics to examine the way customers communicate, make purchasing decision, and download applications."Both projects enable communication providers to quickly find actionable insights in huge volumes of data -- all while learning how their customers' preferences change," says IBM.
Operating like a social barometer, IBM's new 'Social Network Analysis' technology is being developed by scientists at IBM Research - India to map the social networks and calling patterns of telco subscribers. By sorting through the anonymous calling data, the technology is able to analyse people's social behaviour with uncanny accuracy.
IBM Research - India is conducting pilot projects with telco customers, enabling them to map their subscribers' social network, with the goal of reducing customer turnover and increasing customer satisfaction. "By analysing calling patterns, service providers can now develop more attractive and useful subscriber plans -- particularly for those high-volume, highly social subscribers who seem to heavily influence their friends' calling plan decisions. Mapping relationships between individuals, groups and organisations enable services providers to better identify target markets and develop more effective customer retention programmes," the company said. IBM has applied for multiple patents on this technology.
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