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Public Sector

IBM Content Analytics with Enterprise Search Customer References Jan 2014. Public Sector. Public Sector. Public Sector. Public Sector. Healthcare. Healthcare. Healthcare. Healthcare. Finance/Banking. Finance/Banking. Finance/Banking. Finance/Banking. Insurance. Insurance.

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Public Sector

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  1. IBM Content Analytics with Enterprise Search Customer References Jan 2014 Public Sector Public Sector Public Sector Public Sector Healthcare Healthcare Healthcare Healthcare Finance/Banking Finance/Banking Finance/Banking Finance/Banking Insurance Insurance Insurance Insurance Energy Energy Energy Energy Oil/Gas Oil/Gas Oil/Gas Oil/Gas General Business General Business General Business General Business Retail Retail Retail Retail Distribution Distribution Distribution Distribution Manufacturing Telco Education/Research IBM

  2. Public Sector

  3. Latin American Federal Police Improving Intelligence Operations • The need • To improve organization’s capability to target and arrest criminals • To fuse information from disparate sources to form a single view of a citizen • To provide access to an overwhelming amount of content through a search interface • The solution • Extract facts, entities and concepts from unstructured sources like crime and investigation reports. • Insights are surfaced through a search and correlation application for the purposes of Identity Resolution, single view of the citizen, and viewing of person records. • 500M unstructured records across multiple systems, are collected, stored and analyzed • Enables analytics-driven searches of both structured and unstructured information • Implemented in a pattern Identity Insight and i2 that is repeated in other policing, intelligence, security and taxing agencies • The benefits • Help identify persons of interest and their relationships • Help identify locations of past and planned criminal activity • Increase human safety in a particularly difficult region Content Analytics

  4. Border Security Agency Keeping the border open to travel and closed to crime Content Analytics • The need • To identify contraband activity effectively • To reduce criminal activity • To leverage unstructured sources of information • The solution • Designed with Natural Language Processing (NLP) technologies to enable extraction of facts through targeted dictionaries and rules • Search interface available to find information of interest. • Planned for future integration with IBM Identity Insight software to enhance Identity Resolution Capability • The benefits • Improve ability to incorporate text based information into Identity Resolution • Provide access to text based information for security agency investigations on a broad scale

  5. Canadian City Police Keeping social communications open The need This police service needed a solution that would enable its social media platform to manage itself by automatically detecting and hiding inappropriate content from the public while dealing with it in a more acceptable manner. The solution IBM Business Partner Integritie approached the department with a solution that would be able to integrate and work with existing infrastructure while adding stronger controls and more flexible best practices. Integritie introduced its cloud-based solution, SMC4, which helps provide a filter for incoming content. The benefits By implementing a suite of IBM Enterprise Content Management software, this organization now has a solution that helps them gain complete control over the content that is included on its social media sites, filtering inappropriate comments that are not fit for public consumption. The department can now share information through social media based on individual access levels. Keeping the community informed through prioritized and scheduled messaging is now possible in the SMC4 environment, providing information regarding traffic patterns or other community announcements. The solution has been so helpful that they are looking to expand the use of SMC4 technology by introducing it to additional public organizations, including the Mayor’s office and the fire and rescue team. Content Analytics

  6. Government Intelligence Agency Intelligently identifying global threats • The need • To improve organization’s capability to understand terrorist elements and associated persons • To quickly fuse information from disparate sources for agents and other staff • To analyze and understand relationships between terrorist and associated activities • The solution • IBM Content Analytics with Enterprise Search solution implemented to: • Extract key facts and entities from unstructured information • Create a social network hub that combines structured and unstructured content giving staff better visibility into terrorist activity and patterns • The benefits • Helps identify terror suspects and their associations & relationships • Provides information to agents in hours, not days or weeks • Uncovers previously unknown relationships between, suspects, persons of interest and activities Content Analytics

  7. Large City Police DepartmentArming the police with the information they need. Content Analytics The Need Search and analyze complaints, police reports, 911 records, arrest records, and data marts, buried in silos of information, to find that basic keyword search can never find because they are all described differently. The Solution Implemented IBM Content Analytics, customized with department-specific case management analytics, to extract key facts and entities from unstructured information to enable insight and understanding across all silos The Benefit Events are categorized to allow for concept search and analysis across unstructured content. Officers now have an aggregated view of information.

  8. Japanese Government Agency Improving consumer communication by analyzing product quality information. • The need • To better protect consumers from the damages caused by faulty products, a government office in Japan was formed to integrate the notification process by providing a single point of contact through which people would file complaints. This government office also wanted to find ways to better disseminate recall notifications to consumers and increase the return rate of recalled products. • The solution The government office engaged IBM to develop a recall information analysis system using IBM Content Analytics software to: • Analyze large volumes of information on incidents and warnings accumulated from its internally managed databank system • Analyze consumer complaints gathered by a national consumer-information-network system • Provide a portal site for collecting and analyzing recall information from websites operated by various government ministries and agencies The benefits • Delivers a single source of recall information through a portal • Enables horizontal access to all available recall information for consumers • Provides email notification capabilities to help improve user experiences Content Analytics

  9. Healthcare

  10. Seton Healthcare Family Reducing CHF readmissions to improve care • The need • Seton Healthcare strives to reduce the occurrence of high cost Congestive Heart Failure (CHF) readmissions by proactively identifying patients likely to be readmitted on an emergent basis. • The solution • IBM Content and Predictive Analytics for Healthcare solution will help to better target and understand high-risk CHF patients for care management programs by: • Utilizing natural language processing to extract key elements from unstructured History and Physical, Discharge Summaries, Echocardiogram Reports, and Consult Notes • Leveraging predictive models that have demonstrated high positive predictive value against extracted elements of structured and unstructured data • Providing an interface through which providers can intuitively navigate, interpret and take action The benefits • Seton will be able to proactively target care management and reduce re-admission of CHF patients. • Teaming unstructured content with predictive analytics, Seton will be able to identify patients likely for re-admission and introduce early interventions to reduce cost, mortality rates, and improved patient quality of life Content Analytics

  11. A Healthcare and University Partnership Unlocking Biomedical informatics answers • The need • Existing Biomedical Informatics (BMI) resources were disjointed and non-interoperable, available only to a small fraction of researchers, and frequently redundant. No capability to tap into the wealth of research information trapped in unstructured clinical notes, diagnostic reports, and more • The solution • IBM Content Analytics with Enterprise Search and IBM InfoSphere Warehouse to leverage unstructured and unstructured information by: • Extracting key elements from clinical notes, patient notes and records and other unstructured content • Quickly processing and analyzing huge volumes of structured and unstructured data The benefits • Researchers now able to see new trends, patterns and find answers in days instead of weeks or monthseliminating manual methods also enables new grant revenue • Researchers can quickly answer key questions previously unavailable. Examples include Does the patient smoke?, How often and for how long?, If smoke free, how long? What home medications is the patient taking? What is the patient sent home with? What was the diagnosis and what procedures performed on patient? Content Analytics

  12. A Healthcare Organization Implements Proactive Patient Care • The need • Medicare and Medicaid will begin charging penalties for what they see as excessive hospital readmissions. For many hospitals facing readmission rates for heart conditions as high as 25 percent, those Medicare and Medicaid readmissions alone will total more than USD1 million in fines. • One hospital system in the United States realized that a key to reducing readmissions was to ensure that patients follow up on tests and treatments after discharge, staying healthier and reducing the likelihood of further adverse health events such as infection and relapse. • The solution • Hospital staff can now use the solution to analyze unstructured text for key discharge terminology, convert that text into structured data, and generate alerts and reports for patients’ primary care doctors and other caregivers • Clearer data and better communication between health professionals helps ensure that patients keep their follow-up appointments and complete their post-discharge treatment • Not only can patients stay healthier, but the hospital can also save millions of dollars on costly hospital readmissions. The benefits • Expected to prevent approximately USD1.1 million in Medicare and Medicaid penalty fines in areas of treatment with high readmission rates • Expected to significantly reduce the overall number of hospital readmissions • Expected to help improve recovery speeds by helping more patients follow up on treatments after discharge • Expected to improve communications between staff, patients and follow-up caregivers by converting free text into searchable, reportable structured data Content Analytics

  13. Finance/Banking

  14. Private Investment and Wealth Management Company Public site search The need A private wealth management company needed an enhanced search platform for their public portal to accurately and effortlessly provide meaningful and targeted information to customers. The solution IBM Content Analytics, with flexible relevancy tuning and query expansion, directs customers to sought after information, even when customers query for the same piece of information in different ways, such as using different terms or keywords which refer to the same concept. The benefits Query Expansion and advanced relevancy tuning ensures customers can easily reach the information they are looking for even when the same piece of information can be referenced in different ways. Quick Links allows marketing to enhance specific, sought after queries with targeted results. Query Expansion allows marketing to directly influence results for popular queries to better control search engine optimization. Content Analytics

  15. Financial Institution Exposing potential fraud with content analytics Content Analytics The need A European financial Institution wanted to investigate fraudulent behavior by exploring internet sites for actions that might pose a threat to its members. The solution The company contracted with IBM to utilize IBM Content Analytics software to analyze a selected set of websites, investigate their findings and report findings back The benefits Rapidly determine the types intrusion correlating bank terms with news about a known hacker using the out of the box extraction capabilities, prevention scenarios and frequently vulnerable operation systems.

  16. Insurance

  17. Global Insurance & Financial Service Organization • The need • Reducing the loss ratio on claims • Attack fraud • Maintain optimal level of reserves • The solution • Automate the search of 15 different data sources going back 15 years for greater insight into claim losses and insured policy lifecycle changes • Enable knowledge-driven searches of both structured and unstructured information • Provide one version of the truth by validating policy data across applications and databases • Rapidly build additional internal/external data sources as needed The benefits • Improve risk assessment models by uncovering unexpected patterns and associations among existing data sources • Set adequate reserves with a better understanding of the factors contributing to claims losses • Pinpoint fraud with data mining to identify triggers that may signal bogus claims • Save millions of dollars in staff time and get results more quickly by automating the risk assessment process Slashing risk exposure with analytics Content Analytics

  18. General Business Manufacturing, Retail, & Distribution

  19. Global Food and Beverage Company Secure search through the portal Content Analytics • The need • Corporate Portal Search across Connections, Quickr, SharePoint • Intranet search across site and Connections • Personalized search space based on business function • The solution The company contracted with IBM to implement IBM Content Analytics software, providing a search interface across IBM and non-IBM Products • Initially configured ICA against Connections, Quickr, and SharePoint for Portal Refresh Project • Configured SSO with SiteMinder and Failover with Tivoli • Aimed at providing cross repository search with high relevancy • Rollout underway for Intranet Site • Enterprise Plans for additional sites and geographies • The benefits • Reduce time and cost for searching across disparate repositories • Provide a complete view of content through portal integration

  20. A Car Rental Agency & Mindshare Technologies Quickly identifying customer satisfaction trends • The need • A car rental company needed to better understand customer feedback to adapt its business accordingly. Most of its valuable information was trapped inside free-form customer feedback surveys and the company’s staff was required to read each customer comment submitted via email or phone and then manually categorized it. • The solution • The company created a “Voice of the Customer” analytics system to automatically capture customer experiences • Customer comments are captured in real time to be transformed into actionable intelligence • Linguistic rules automatically analyze and tag unstructured content into meaningful service reporting categories The benefits • Improved accuracy and speed of the customer feedback analysis process • Quick identification of trends or issues and adjustment operational service levels accordingly • Focused attention by field managers to perform deep-dive analysis of customer comments Content Analytics

  21. A Fast Food Restaurant & Mindshare Technologies Improving customer and employee satisfaction • The need • To better understand customer feedback • To translate survey information into actionable intelligence • To listen the voice of the customer in real time • To immediately communicate information to the field • To reward superior performance • The solution • The company created a customer survey and response system to automatically capture customer experiences • Customers are invited to leave feedback • Feedback is captured via integrated phone and web surveys • Real-time feedback is transformed into actionable information • Information is populated into real-time reports • Field managers use the information to improve operations The benefits • Significant increase in customer satisfaction scores across the board, including in the category of taste and quality, speed of service, order accuracy, friendliness of staff and cleanliness of restaurant. • Boost in employee enthusiasm about their customer feedback Content Analytics

  22. Global Automakers Mining content to improve quality and reduce costs • The need • To quickly identify defects that can lead to recalls and negatively impact business • To analyze defect information in a cost-effective way • To utilize that data as feedback for the planning and development of new products • To enhance quality, image and competitiveness, and improve customer satisfaction • The solution Three automakers are using a content analysis solution to: • Analyze structured information (automaker, model, year) • Analyze unstructured information (descriptions of problems, opinions about the automaker) • Drills down into data along several dimensions of frequency, time, deviation, trends, and more • Provide reports that allow the user to visualize the results clearly and easily The benefits • Expected to reduce by at least 1% the cost required for handling recalls, which are estimated to cost automakers up to tens or even hundreds of billions of dollars a year • Improves customer satisfaction and competitiveness by enabling the automakers to produce higher quality cars based on market demand as expressed in the NHTSA data • Notifies the automaker if data that match user-specified search criteria are reported to NHTSA Content Analytics

  23. A Legislative Document CompanyDelivery fast, accurate updates to legislative material • The Need • This company needed to improve the accuracy and speed of its regulation update service in order to stay ahead of new competitors and technology improvements. They needed to: • Manage regulation data in a single platform • Automate the legislation revision process to realize more accurate and faster revision and shorten the lead times for product delivery to local governments • Quickly respond to customer needs which change dramatically over time • The Solution • The company transformed its regulation management and updating system with natural language analysis technology. The new system: • Automatically recognizes modifications to legislation and systematically updates the content • Replaces a time-consuming, error-prone human process • The Benefit • The client’s new regulation and legislation management and update system brings a leading-edge system to the market by: • Automating an error prone manual system • Removing manual reading and understanding of new or updated legislation • Improving legislation update speed by 50% • Reducing search time for legislative information Content Analytics

  24. A Major Convenience Store RetailerExtracting market insights from social media • The Need • Major Japanese convenience chain of 10,000+ stores must decide what items to stock from a dizzying array of fresh and prepackaged items. Make stocking decisions based on what people will buy and not waste shelf space on items that will spoil or sell poorly • The Solution • IBM Content Analytics applied to huge volumes of social media feeds and posts. The retailer can now: • Identify, categorize and respond early to emerging customer interests and preferences • Rapidly analyze customers’ requests and complaints • Drive planning and development of new products and services • The Benefit • The Content Analytics solutions allows this retailer to: • Increase gross profit by half a point Y/Y • Enable early response to changing consumer preferences and quick correction of customer product- and service-related issues • Provide decision support to finely tune marketing and supply chain Content Analytics

  25. Consumer Electronics Manufacturer Leveraging customer feedback to develop new products • The Need • How to get a stronger understanding of its customers’ product needs relative to their lifestyle changes. Use social media content to capture the plethora of data and extract actionable insights to keep the product portfolio in line with customer needs. • The Solution • Implemented Content Analytics to distill real product ideas from the social media world, giving its product planning and development staff a window into what customers want. Rapidly and accurately gauge what customers are thinking about them and what they're demanding from products, helping the business become more responsive in the marketplace • The Benefit • Expects a 31 percentage point improvement in its net profitability rate from year to year based in part on improved product development made possible through market insights • Improved the ability to accurately gauge customer perceptions, enabling a more targeted marketing communications response • Reduced the amount of time required to gather consumer data and extract practical insights Content Analytics

  26. Lighting Solutions Provider Illuminating the unique, evolving needs of their customers • The Need • Understand customers evolving needs by extracting information contained in thousands of disparate information sources • Enable managers to tap into customer feedback to help guide product development decisions • Assess product replacement and warranty needs before issues arise • The Solution • By using Content Analytics’ analytics and search capabilities, this lighting solutions provider can: • anticipate and capitalize on its customers’ needs • integrate and facilitate the search and analysis of structured and unstructured from multiple sources • Proactively contact customers with product replacement or warranty coverage • The Benefit • Anticipates increasing sales revenue by more than 33 percent within three years • Fosters a more thorough understanding of the company’s customer base, which can help strengthen customer satisfaction and retention • Improves demand forecasting accuracy while optimizing the production schedule Content Analytics

  27. Global Consumer Electronics Company Effectively preserving a global brand by understanding customers • The Need • This company has been highly successful in building an effective brand image by developing innovative products. Recently they uncovered a decline in the appeal of their products. They launched an initiative to more closely align their product-planning efforts with the needs and opinions of their customer. • The Solution • This company implemented an IBM Content Analytics solution to quickly gather more than two million customer inquiries in 15 languages from logs accumulated in its call center. The company also uses Content Analytics to collect customer messages about its products from social-networking sites like Twitter and Facebook. By analyzing customer opinions from these sources, this company gains insight into the needs of its customer base. The client uses the software solution to sort specific demands by demographic categories such as gender, age, region and intended purpose of the user. • The Benefit • This company gained an analytical platform and the ability to closely align its product-planning and marketing efforts with the needs of its customer base. The solution enables it to make immediate use of a vast array of customer data, enabling the client to quickly and accurately grasp existing market demand and support stronger, more efficient decision making. • As a result, the company anticipates it will: • Maintain a leading market share of 20 percent in 2013 • Realize a 50% increase in sales ~$40 billion to ~$60 billion, YoY Content Analytics

  28. Tire Manufacturer Understanding customer sentiment • The Need • Reducing costs to improve the company’s operating profit ratio • Measure and improve sales campaign effectiveness • Evaluate and analyze content from social media sources • The Solution • With Content Analytics, this manufacturer can now make changes to its campaigns based on near-real-time analysis of information in social media postings. The solution captures and reveals previously obscured opinions, giving the company new insight into how and why its campaigns succeed or fail. With this enhanced consumer insight, this company expects to increase sales and improve its image by developing a more flexible and cost-effective marketing strategies. • The Benefit • By understanding their customers’ feedback, this organization expects to: • Achieve 120 percent sales growth, 190 percent operating profit growth and 160 percent profit rate growth compared with a similar period three years earlier • Increase public awareness of new products through campaign strategies that are modified in response to consumer feedback • Make product changes or rectify any new-product issues in a more timely manner Content Analytics

  29. Electronic Equipment Manufacturer Preventing customer attrition by understanding their customer • The Need • To get to the root of customer attrition, to understand declining brand trust, to reestablish collaboration between sales and product teams and to regain the “voice of the customer”. • The Solution • Implemented IBM Content Analytics to: • Extract and mine unstructured text from call center logs and structured data from CRM systems • Identify similar phrases and topics in text using advanced natural language technology • Detect product issues, product feature requests, competitive comparisons and customer preferences • The Benefit • By understanding customer comments in call center logs and CRM data this organization has: • Improved product quality through early defect detection • Developed new product features/model based on customer information and preferences • Rebuilt market share • Provided a feedback loop for sales, marketing and manufacturing to listen to and act upon the voice of the customer Content Analytics

  30. Telco

  31. Large Telecommunications Company Ensuring simple, secure and relevant enterprise search • The need • Large corporate intranet contains conflicting and outdated information from multiple sources due to M&A activity • Data exists in multiple disparate sources such as databases, file systems, web sites and web content systems • End-user community needs a simple, intuitive solution to sort through the clutter • Existing search solutions needs to be replaced with minimal disruption to users • Traditional internet-style search is too broad, therefore it indexes and returns secure, outdated, or inappropriate data • The solution • Enterprise Search implemented within customer-defined search abstraction layer • Returns combined result set from multiple sources • Replicates search index to provide high-availability • Implement process for responsible individuals to register data sources for crawling, and verify list of sources before provided to public • The benefits • End users can now find results from multiple data sources in a consolidated view • Intuitive user interface, including a dropdown list next to search textbox, for controlling scope of search, limiting the search results to relevant sources • Administrative processes ensure accurate, timely information is available that meets corporate security and regulatory standards • Transition to new search engine transparent to end-users Content Analytics

  32. Telecommunications Company Reducing churn by listening to customers • The need • To improve customer satisfaction, secure & maintain market share • to understand the “voice of their customer” and prevent contract cancellation • To identify new opportunities and quickly establish new services • To rapidly respond to incidents • The solution Analyze call center notes, surveys, and customer emails to: • Quickly detect likely candidates for customer churn • Identify customer issues and suggests FAQ candidates for posting to a self-service Web site • Mine for trends, patterns and unusual product and services associations with customer experiences • The benefits • Improved accuracy to detect likely churn candidates by 50% • Improved rates for model and service upgrades to loyal customers • Improved self-service FAQ system • Monitor voice of customer for new offerings and services • Opened kiosks in international airports Content Analytics

  33. Education, Research

  34. German Research Organization Secure search of research assets Content Analytics The need To enable 13,000 staff scientists and engineers from 56 Institutes to securely search for and discover relevant scientific research papers to enable new business innovations The solution Using one unified search framework, this organization was able to deploy cross enterprise secure search to all their users accessing all their various silos of information The benefits By connecting researchers to content, these scientists and engineers are able to find the most relevant research papers and knowledge experts, leading to continued innovations

  35. A University Research Organization Finding new business opportunities “What makes the solution so powerful is its ability to go beyond conventional online search methods by factoring context into its results.” Content Analytics The Need A major university needed to efficiently mine and analyze vast quantities of data to better identify companies that could bring the university’s research to the public. The solution needed to parse the content of thousands of unstructured information sources, perform data and text analytics and produce a focused set of useful results. The Solution Using Content Analytics to identify new commercialization opportunities. By obtaining insight into their extensive content sources, the university’s research department was able to find more effective ways to license technologies created through research conducted at the university. The Benefit Using IBM Content Analytics, this university was able to reduce the time needed to find target companies from months to days. 35 35 35

  36. Telecommunications University Analyzing job postings to align emerging employment trends with university curriculum • The need • To increase job placement rates for university graduates • To gain unprecedented insight into hiring trends to align university curriculum with employers’ needs • To enhance quality, image and competitiveness, and improve customer satisfaction • The solution This University is using a content analysis solution to: • Crawl through thousands of online job postings, analyzing the unstructured data to provide an unprecedented perspective on the job market • Aggregate the view of employers’ requirements across the industry • Monitor emerging employment trends including high-demand degrees and skills, essential concepts and methodologies, and required programming languages and product knowledge The benefits • Gained the ability to respond quickly and cost-effectively to changing industry needs, launching a new course in 2.5 months instead of 12 months, a 76 percent improvement • Increased demand for new courses in business information systems to 300 percent the current capacity, demonstrating the marketplace need and the university’s competitiveness • Improved the employability of students by matching coursework to high-demand skills in the job market Content Analytics

  37. IBM

  38. IBMEasy and intelligent customer support Content Analytics The Need Intelligent customer support for millions of global clients, thousands and thousands of products, millions of documents, millions of support calls, and tens of thousands of support professionals. The Solution Using IBM Content Analytics to perform deep natural language processing to interpret statements and interactively extract missing information or narrow in on excess facts using ontology-based reasoning. Perform simultaneous searches across heterogeneous knowledge bases, forums, & web sites while mapping across synonyms, acronyms and variability in product terminology. The Benefit Improved ability to quickly find the right solution: document, product, process, or maintenance. Removed the need for clients to understand the formal terminology or having to know the right repositories.

  39. Japanese Business Service Provider Improving agent training by analyzing customer interactions • The need • The organization needed ways to analyse large volumes of data from customer service interactions to improve agent training and deliver better customer support. • The solution IBM Content Analytics with Enterprise Search software was implemented to analyse challenging customer service interactions based on consolidated logs of phone calls, email and Web interactions, identifying key words used in inquiries and evaluating agent responses The benefits • Analyses customer service interactions to identify challenging topics and agent skill deficiencies to help improve training—primary agents now handle 20 percent more inquiries without transferring calls • Captures relevant information from multiple contact centers to provide insight into staff expertise • Aggregates new insights about product issues and inefficiencies so management can improve service, training and product development quality Content Analytics

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