BIW Solutions

BIW has successfully addressed a wide range of business issues in different industries, including finance, healthcare and life sciences (HCLS), customer relationship management (CRM), intellectual property (IP). This technology has also been used by IBM to analyze the results of company-wide "Jams," collaborative Web experiences. BIW has been particularly successful in the following application domains. A number of analytics examples in different industry domains are discussed below. The key solution areas of BIW includes the following:

• CRM analytics
• IP analytics
• HCLS analytics
• Jams and Communication

The following figure shows some examples BIW analytics in:

· CRM/Call Center Analytics

BIW has been applied in the CRM space in several ways, outlined below. We have worked with many IBM internal and IBM external clients in this space, including insurance companies, banks, call centers, financial institutions, etc.

• Customer Satisfaction Analysis
  1. Identify root causes of customer dissatisfaction to improve customer retention
  2. Find hidden dissatisfaction among important customers to provide customer service differentiation
  3. Analyze the impact of complaints by understanding the words customer use and how these works relate to products

  See the following figure for an example of customer satisfaction analysis. The picture shows that the responsiveness and speed of execution are key customer-satisfaction issues. The trend lines show how the issues change over time.

  

• Customer Insights Analysis
  1. Identify early warnings to allow proactive actions and improve product image
  2. Improve service efficiency with both customers and business partners
  3. Identify whitespace opportunities for new products and services.

  See the following figures for some examples of customer insights analysis using BIW.

  

  

• Call Center Analysis
  1. Analyze customer sentiments via sentiment analysis using sentiment annotators and affinity analysis
  2. Identify root causes of hot problem tickets to improve call center operational efficiency
  3. Monitor the quality of HelpDesk agents to improve quality of tickets by identifying opportunities for improvement
  4. Analyze highly frequent tickets - "why are they calling?" - to identify potential areas for improvement
  5. Analyze rising tickets to help service owners to identify problems with their service and reduce problem tickets
  6. Identify knowledge gaps by analyzing tickets to find common problems that don't have self-help knowledge in the knowledgebase. See this paper for details.

  Service Request Analyzer (SRA) is a solution specifically designed for Call Center analytics. SRA is based on BIW technologies. It has been successfully leveraged by many Call Center accounts.

• People and Skills Analysis
  1. Improve capability to identify people with relevant experience to help solve sales and delivery challenges.
  2. Increase understanding of the network of practitioners, their related experiences, and their relationships

• Risk and Compliance
  1. Identify early warnings to allow proactive actions to improve product image
  2. Improve service efficiency with both customers and business partners
  3. Identify whitespace opportunities for new products and services.

  See the following figure for the BIW Risk and Compliance analytics architecture/solution:

  BIW Risk and Compliance Space Solution Architecture

  

· Intellectual Property Analytics

BIW has, over the past few years, acquired and built a strategic IP warehouse containing 30 years of USPTO patents. We are in the process of incorporating worldwide patents and IBM internal IP-related data repositories, such as World-wide Patent Tracking System (WPTS). Our IP-related technologies have had significant impact. In 2006 alone, the BIW team has worked with a dozen IBM internal and IBM external clients in the IP space. The types of IP analytics BIW offers are outlined below.

• Analytics for IP protection
  1. Claims analysis
  2. Infringement detection
  3. Prior art search

• Analytics for white-space opportunity identification
  1. Licensee identification
  2. Mergers and acquisition
  3. Partnership identification
  4. Patent portfolio analysis and prioritization
  5. White-space analysis

• Analytics for future insights
  1. Technology trends and prediction
  2. Market intelligence, industry wide and company wide
  3. Inventors, organization, industry interaction analysis

  See the following figure for the overall strategy and direction of analytics in the IP space.

  BIW Intellectual Property Analysis

  

· Healthcare and Life Science Analytics (HCLS)

BIW is quickly gaining traction with HCLS clients. The types of HCLS analytics BIW offers are outlined below.

• Information Extraction
  1. Chemical names annotators
  2. Bio-annotators

• Chemical Similarity Search
  1. Similar compound identification using different similarity metrics

• Information Discovery
  1. Relationship analysis among bio-entities, e.g., drugs, diseases, and genes
  2. Relationship among chemicals and bio-entities and patents, scientific articles, companies, industry, and individuals
  3. Semantic-Web and Resource Description Framework (RDF)

· Jams Analysis

BIW has been behind almost all IBM Jams, facilitating on-line Jam analytics. After delivering analytics for InnovationJam, HabitatJam, etc, we have developed a specialized solution, Jamalyzer.

• Analytics for Jams
  1. Real-time monitoring and dashboard
  2. Real time topic category classification
  3. Real time trending

  Click here for a IBM System Journal paper on Jam analytics.