IBM lab working on Spoken Web project

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Decade-old in India

IBM IRL, which is part of eight globally dispersed research centres with over 3,000 people, is currently celebrating its 10 eventful years in India.

Dr Banavar said during April IBM IRL brought out 10 real-world innovations/breakthroughs.

These include work on improving customer satisfaction, improving spoken English, optimising mobile resources, improved healthcare, bridging digital divide, building robust enterprises, managing IT infrastructure and analytical tools for business decisions.

Other projects include modelling natural disasters and managing electronic shopping coupons.

Innovations in wireless and mobile phone applications and in bridging the digital divide with speech recognition technology in partnership with the likes of the Centre for Development of Advanced Computing (C-Dac) are among the host of new focus areas for IBM, he said.

Bank project

IBM and HDFC Bank have partnered for a project that helps improve customer service.

The IBM technology enables HDFC Bank to analyse incoming calls, emails and transcribed call logs.

The consumer data is correlated and through business intelligence consumer behaviour patterns are tracked automatically across 228 locations.

It helps provide HDFC call-centre agents with a more complete history of all customer activity, including previous transactions. It also enables the bank to enhance cross-selling opportunities and improve agent performance.

Taken from Business Line

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