One Step Provides Detailed Business Intelligence To Sharpen Query Results Through Language, Content and Gap Reporting Functions
CAMBRIDGE, Mass., April 21, 2003 - iPhrase Technologies, Inc., a leading provider of self-service search and navigation software, today announced its One Step analytic reporting capabilities, which are currently available as part of the One Step platform. iPhrase`s in-depth analytic reports allow organizations to monitor, extend and sharpen the online self-service experience by measuring system accuracy, identifying gaps in the user experience and providing mechanisms for enhancing the usability and precision of the One Step Platform. Combined, the reports focus content investments and fine-tune systems to improve online self-service for a greater return on investment.
iPhrase`s unique reporting tools provide valuable business intelligence to organizations by revealing how their customers think, the language they use to ask for specific products and information, and the system`s ability to respond. One Step highlights the products and services that customers are most interested in, and helps organizations fine-tune Web content to deliver the best search experience possible.
By using these analytic reports to continually enhance the online self-service experience, organizations realize significant business benefits in the form of reduced support costs, increased revenue and improved user productivity. When organizations improve their content, usability and accuracy of their systems, they make it easy for customers to help themselves find information, products and services via the low-cost online channel.
The analytic reports available with One Step include:
o User Intelligence Reports - summarize queries by topic, providing insight into user needs, unique expressions used in submitting requests and the content provided to resolve them
o Content Utilization Reports - summarize how frequently content covered within the repository is being utilized based on direct requests to the system, enabling content ROI analysis
o Gap Reports - allow customers to measure existing system accuracy and summarize the number of unfulfilled requests, pinpointing valuable site and system tuning opportunities
o Summary Reports - identifies the number of queries during a specified period, segments them according to the type of response users received, and summarizes how One Step exposed hard-to-find content over the given period
One highly valuable type of Content Utilization Report is the Buried Content Snapshot report, which allows organizations to better understand the value that improved self-service is delivering on their Web site. The Buried Content Snapshot report shows how much of a site`s high-value information is more than three clicks away from the home page - the point at which, statistics show, a large number of users abandon the site. With this information, site owners can ensure that the system is tuned to effectively retrieve and deliver this high value content to the customer.
Future releases of iPhrase One Step will include a series of new and enhanced analytic reports, which will provide even richer business intelligence to organizations. For example, a business unit owner will be able to produce a report filtered by specific customer segments or types of user (i.e., a report showing only the interactions of Gold-level customers). In addition, there will be a Linguistic Processing Report that shows a breakdown of query interpretations and language understanding, such as the most common misspelled words that were automatically corrected by the system.
iPhrase is the leading provider of self-service search and navigation software for mission-critical applications. iPhrase offers the patent-pending One Step platform, which combines natural language processing, multi-source retrieval, dynamic presentation and in-depth analytics to simplify access to high-value information. Through superior relevancy and usability, iPhrase One Step provides a powerful return on investment in critical applications at leading companies such as Charles Schwab & Co., Yahoo!, Staples, LexisNexis, Lycos and TD Waterhouse.
Jason P. Magner
PAN Communications Inc.