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Richard Hackathorn

Welcome to my blog stream. I am focusing on the business value of low latency data, real-time business intelligence (BI), data warehouse (DW) appliances, use of virtual world technology, ethics of business intelligence and globalization of business intelligence. However, my blog entries may range widely depending on current industry events and personal life changes. So, readers beware!

Please comment on my blogs and share your opinions with the BI/DW community.

About the author >

Dr. Richard Hackathorn is founder and president of Bolder Technology, Inc. He has more than thirty years of experience in the information technology industry as a well-known industry analyst, technology innovator and international educator. He has pioneered many innovations in database management, decision support, client-server computing, database connectivity, associative link analysis, data warehousing, and web farming. Focus areas are: business value of timely data, real-time business intelligence (BI), data warehouse appliances, ethics of business intelligence and globalization of BI.

Richard has published numerous articles in trade and academic publications, presented regularly at leading industry conferences and conducted professional seminars in eighteen countries. He writes regularly for the BeyeNETWORK.com and has a channel for his blog, articles and research studies. He is a member of the IBM Gold Consultants since its inception, the Boulder BI Brain Trust and the Independent Analyst Platform.

Dr. Hackathorn has written three professional texts, entitled Enterprise Database Connectivity, Using the Data Warehouse (with William H. Inmon), and Web Farming for the Data Warehouse.

Editor's Note: More articles and resources are available in Richard's BeyeNETWORK Expert Channel. Be sure to visit today!

IOD-Gold%20logo.jpgThe next Gold session is about Speech Analytics: Extracting Business Insight from the Voice of the Customer by David Nahamoo, IBM Fellow, Speech CTO and Business Strategist. He set the context for speech analytics with a figure of the data spectrum from structured to unstructured (which I thought that this was a nice concise illustration).

The market for speech analytics is currently driven by application for: government intelligence, media analytics, and contact (call) centers. David concentrated on the contact centers, where the goals were: quality assurance monitoring, customer satisfaction, increasing sales, marketing effectiveness.

We had an interesting discussion of the quality (error rates) of speech mining. David shared a variety of speech sample to motivate the difficulties with accent, noisy backgrounds and the like. The technology for speech to text is getting closer to the quality of human transcription, which is in the 90% range. However, many commercial applications need only 50% accuracy, which allows processing at 5x real-time speed. In other words, 5 hours of call center recording can be processed in one hour.

My take on this. . . It is amazing the progress that speech translation technology has had in the last three years. We are only beginning to imagine the business potential of this technology.

[Blog stream from IBM IOD/Gold October 2008 is here]

Posted October 28, 2008 11:43 AM
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