ODIS Capabilities

This emerging technology micropractice uses sophisticated conversational technologies and established routing maps to deliver automated yet flexible natural language call center solutions. These solutions help minimize the cost per call by shifting calls from agents to an automated system. Companies can gain the cost benefits of an automated call center solution while maintaining a consistent level of service.

• For an airline, this may mean a natural language reservation system.

• For a telephone company, this may mean an automated directory assistance service.

• For consumer products, this may mean detecting incipient product failures before they damage the brand.

• For a call center, automation offers new solutions for balancing cost and quality.

Current specialties in Advanced Call center Automation focus on helping businesses reduce the cost of their current operations and unlock the value of their existing data.

• Call center analytics: Using specially developed text analysis and knowledge mining techniques, businesses can uncover hidden relationships and patterns from the unstructured text captured in call centers, which can yield valuable customer or business insight.

• Conversational technologies: IBM’s conversational technology assets and experience can help transform labor-intensive call center operations into automated, natural language operations, helping to reduce the cost per call. This specialty includes such services as speech recognition, information retrieval, knowledge and content management.