the single source of truth about your customer

The single source of truth about your customerWebinar – Tuesday, 28th January 2014

© Intense Technologies limited 2013-14© Intense Technologies limited 2013-14 www.in10stech.com

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Why Identity resolution?

To know that J. Jones and Jeff Jones are the same person

O th t S ift G i diff t f S ift R h lth h– Or that Swift Group is different from Swift Research, although Jeff Jones is a stakeholder in each.

To know the aliases a Jeff Jones may go by

To identify a common thread amongst several accounts open under different names, yet operated by one beneficiary

In critical cases to report out events pertaining to people orIn critical cases, to report out events pertaining to people or transactions that may be out of the ordinary, real time

In summary, to gain insights into identities, a name, names and associated activities/transactions

© Intense Technologies limited 2013-14

Inside story of customer identity resolution

Web services

Multiple customer interfacing applications operating in silos, producing both structured and

Voice Portal

Contact Center

unstructured records of customer data

Overcoming the hurdles of missing, conflicting, corrupted information and

CRM

Messaging conflicting, corrupted information and data entry errors to match customer information across multiple LOBs

Conferencing

Collaboration


Identity Management

online/offline De-dupeStaging

DatabaseBusiness

User

Other Applications for Verifications

Criminal Records Immigration Individual External Existing MasterCriminal Records gDatabaseCitizen

External Databases

Existing Master Database

Positive Positive Positive Positive PositiveNegative


Real World Problem -- Identity Variations

Variation Type Examples

Prefix/Suffix errors Mr. Jeff Jones, Jeff Jones

Concatenated Names Jeff Jones , JeffJones

Unpredictable use of initials

J Jones , M Jeff Jones , J Jones

Abbreviations Mfg/Manufacturing, FedEx/Federal Express

Token Sequence Errors Jones Michael Jeff , Jeff JonesMichael

Missing/Inserted tokens Jeff Jones , JeffMichael JonesMissing/Inserted tokens Jeff Jones , Jeff Michael Jones

Character transposition Jeff Micheal

Spelling/Typing Errors Jeff Jones, Jeff Jhones, Jeff John

h l L k h i/L i G /G hPhonetic Similarity Lakshmi/Laxmi , Graeme/Graham

Noise(dashes, slashes) Jeff‐‐Jones, Jeff/Jones

Transcription errors Jones/Joff,


Truncations Jeff Jones, Jeff Jone

Real World Problem -- Identity Variations

Variations exist in address

(For example, all the below refer to the same address)

• 180, Bulloch Ave., Roswell GA – 30075• P. O. Box 11245, Roswell GA – 30075• 180, Bulloch Avenue, Roswell, Georgia – 30075• 180, Bulloch Ave., Roswell GA – 30075

Variations and errors recorded in date field (for example dob- 08/03/09)

• Interchange of day and month– 03/08/09• Error in either day or month or year – 18/03/09, 08/08/09, 08/03/90

Name: Jones JeffAddress: 180, Bulloch Avenue, Roswell, Georgia –30075

Name: Jones JAddress: 180, Bulloch Ave., Roswell GA – 30075-1234

Name: Jeff JonesAddress: P. O. Box 11245Roswell GA – 30075

Name: J JonesAddress: 180, Bulloch Ave., Roswell GA - 30075


How about a Single View?

Scenario 1 @ a TSP/Bank: Identify a customer with multiple connections for a holistic view across LOBsconnections for a holistic view across LOBs

J J

PostpaidConnection

PrepaidConnection

Jeff Jones180, Bulloch Ave., Roswell GA - 30075

J. Jones180, Bulloch Avenue, Roswell, Georgia –30075-1234

Jeff Jones

Jeff JonesP. O. Box 11245Roswell GA – 30075-1234

Jeff Jones180, Bulloch Ave., Roswell GA – 30075-1234

PrepaidConnection

PostpaidConnection for Spouse


How about a Home View?

Scenario 2 @ a TSP/Bank: Identify a customer/his relations subscribing to multiple services to gain a holistic view of all relationships

Land lineConnection (Registered on father’s name) Mobile Connection

p g p

Jeff Jones180, Bulloch Ave., Roswell GA - 30075

J. Jones180, Bulloch Avenue, Roswell, Georgia –30075-1234

Jeff JonesP. O. Box 11245Roswell GA – 30075-1234

Jeff Jones180, Bulloch Ave., Roswell GA – 30075-1234

DTHConnection (registered on Spouse’s name)

Broadband Connection (registered on

Self)


Unavailability of persistent, sharable and trusted version of customer data

Statement consolidation and Bundle your Offer/Services

Unique ID connecting Multiple Lines of

BusinessBusiness

Reduces Communication CostsCosts

Up sell through relevantUp sell through relevant marketing messages


Cross sell internal Service (Customer not registered for)

How about Banking? Fraud Accounts!!

Sujith Saxena

-Saving Account

Sujith Saxena

-Saving AccountAccountAccount

Amith RajAmith RajSandeep Deshmuk

C

Sandeep Deshmuk

C

Common Phone No.

-Fixed Deposit-Fixed Deposit-Current Account-Current Account

9999988888

SwethaSwetha


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Swetha

-Credit Card

Swetha

-Credit Card

Benami Transactions

J Jones

-Saving Account

J Jones

-Saving AccountAccountAccount

Jeff Jones

-Fixed

Jeff Jones

-Fixed

Jeffrey Jones

-Current

Jeffrey Jones

-Current Common

BeneficiaryDepositDepositAccountAccount

Beneficiary

JeffJeff


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-Credit Card-Credit Card

360 degree Profile

POI

POISearch

Child1 Child2

POI.Mobile no.

Transaction no.

Parameters

MatchingRules

POA

Combined Data

Identity Resolution(IR Engine)

Name Name & Father Name

Father Name = Name Father

IR Engine

‐ ‐ ‐

Fam

Property

Bank

Father Name Father Name = Father Name

Sibling

Household Household

mily TreeCredit Card

Travel

Name / Address

Address

Address Similarity

Name / Address

Spouse

Householdentity1

Householdentity2

Stock Exchange

Mobile no.


External Sources

Credit CardTransaction

BankTransaction

PropertyTransaction

Key features you should look for

Bulk and real-time de-duplication of subscriber records for a central repository of customer data

High precision and recall rates

Data cleansing and standardization from multiple sources

Hashing techniques for Most probable and Least probable records

Multi-channel communication engine with business rules forMulti-channel communication engine with business rules for loyalty computation and redemption

Operational and MIS reports to enable educated decisions


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Intense Technologies Limited

Secunderabad Noida Mumbai Bangalore

INDIA

Intense Technologies Limited

Secunderabad

A1, VikrampuriSecunderabad - 500 009. AP, INDIATel: +91-40-44558585/27849019/27844551Fax: +91-40-27819040e-mail: [email protected]

Noida

A-1/E, Sector - 16Noida - 201301Uttar PradeshTel: +91-120- 4743900 to 10e-mail: [email protected]

Mumbai

101, Vaishnav Apt, Dr.Charat Singh ColonyNr. Solitare Corporate Park, Chakala, Andheri (E)Mumbai - 400 093.Tel: +91-22-32419713/32064648/28253400e-mail: [email protected]

Bangalore

103, Krishna Chambers,20/21, Konena Agrahara, 5th Cross,Airport Road, Bangalore - 560017 Tel: +91-80-324 91083/30588333/9741922511 e-mail: [email protected]

10481 NW 36 Street,Miami FL 33178 USATel: +1 954 545 2037, GSM: +1 305 509 1250e-mail: [email protected]

UNITED STATES OF AMERICA9, Temasek Boulevard # 19-05Suntec Tower 2Singapore 038989Tel: +65-8288-1859

SINGAPOREP.O.Box 88174,DubaiTel: +971-4-2653202 / 56-6499568e-mail: [email protected]

UNITED ARAB EMIRATES

About Intense Technologies

Intense Technologies is an enterprise software products company offering productized solutions across customer communications management, content management and information management domains. Intense's solutions are backed by strong domain expertise and best practices drawn from client engagements across Telecom, Banking, Insurance and Manufacturing verticals.


Intense’s solutions deliver compelling ROI to enterprises by way of rich customer experiences, improved operational efficiencies and reduced costs across customer-facing business functions. Our solutions are architected to give agility to business processes and provide a sustainable competitive advantage.

© Intense Technologies limited 2013-14 www.in10stech.com

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