An Asian Financial Services Powerhouse Looks to IBM for an Information Management Solution Designed to Help Enhance Customer Care and Track Business Trends and Opportunities

Overview

Customer care is a major differentiator in the highly competitive banking industry, and with hundreds of branches and multiple customer communications formats, providing a quick response can be a challenge. In addition, many organizations fail to leverage the customer information generated through such communications to seek out new business opportunities. IBM researchers worked to devise a first-of-a-kind, end-to-end solution for the client using two new information management tools designed to help enhance customer satisfaction and identify new business opportunities. SCORE (Symbiotic Content Oriented Information Retrieval) and EROCS (Entity RecOgnition in the Context of Structured data) automatically combine structured and unstructured data to help provide organizations with contextual and actionable insights that can help inform the decision-making process.