IBM Takes Content Classification Software To ECM - InformationWeek

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IBM Takes Content Classification Software To ECM

IBM has modified its Classification Module used to route incoming email in call centers, so it can be used with the company's FileNet P8.

IBM has modified its content classification software used in call centers, so it can also be used to help categorize and file unstructured data into FileNet P8, the company's enterprise content management platform.

The Classification Module works the same with FileNet as it does with customer interaction management applications, such as Talisma. An administrator configures the software beforehand so it knows what to look for in documents, and how they should be categorized.

The module has the ability to learn through an embedded review tool. When an administrator uses the tool to re-categorize misfiled documents, the software learns how to handle similar information in the future. The software fits into a service-oriented architecture, and offers a pre-built connection to FileNet.

The Classification Module's use with an ECM application is new. Before the latest release, the software was often used in call centers to route incoming email. Depending on the text within the message, the email, for example, could be routed to a service rep, or trigger an automated response. The latter is possible because many call centers will get the same questions or descriptions of the same problems from customers repeatedly.

With the ECM integration, IBM is targeting documents often found on employees' desktop PCs or in shared drives on a network. Such files, for example, could be in HTML or PDF format, or they could be email, or PowerPoint or Word documents, Josh Payne, product manager for Classification Module, said Thursday. The module supports a wide variety of other formats.

In training the software, administrators can file into the system examples of financial, human resource, or other documents that the system can use to build a profile on each of the forms. When the module finds a document, it builds a profile on the fly that it compares with those in the system to determine how the document should be categorized.

The average selling price of the Classification Module, which was officially launched this week, is $150,000.

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