The Information and Analytics group is involved in diverse activities. It drives projects related to the application of natural language processing, information retrieval, text analytics, data mining, machine translation, and speech technologies for enhanced service delivery. The team deals with unstructured, noisy, and multi-lingual information sources such as Web pages, documents, e-mail, ticketing systems, team rooms, and IT monitoring systems to generate business intelligence and insights that can improve the quality, productivity, and efficiency of IT, application, and contact center services. This group also builds analytical models and solutions for knowledge process outsourcing, and tools for workforce optimization in IT services.
Services Analytics (SA) is an important focus area in IRL. The team works on various applications of analytics for increasing efficiency as well as improving productivity and resource utilization in services businesses. In the area of contact center research, the Information and Analytics group is developing an array of technologies ranging from automatic evaluation of the linguistic abilities of applicants to customer satisfaction analysis involving heterogeneous contact center data sources, such as, audio conversations, agent logs, and feedback forms.
The team also works on developing methodologies for predictive and prescriptive analytics and applications of mathematical optimization and business analytics. Highly interdisciplinary in its approach, the group incorporates techniques from optimization, theory and algorithms, artificial intelligence, database management, stochastic analysis, simulation, pattern recognition, and statistics. The Information and Analytics group works closely with other IBM business units with particular focus on industry verticals such as human capital (workforce) management, supply chain management, banking, insurance, and healthcare, among others.
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