IBM Technology to Automate Customer Satisfaction Analysis is a business intelligence technology for customer satisfaction analysis targeted at customer-centric enterprises such as contact centers. This project analyses agent-customer interaction data and extracts information related to various reasons why customers are satisfied or dissatisfied about the service. After training and tuning based on archived interactions, it can automatically analyze new cases and extract business intelligence. This tool automates manual processes, thereby reducing effort as well as analysis time.
The heart of the system, built using the UIMA framework, is based on machine learning and natural language processing.
Statistical and rule-based models needed by this technology are custom created by training the system on historical data.
This technology has been picked up by IBM Daksh, an IBM subsidiary company that provides Business Transformation Outsourcing solutions.