are aware of have neglected or given
only cursory attention to call analytics,
or phonetic search and indexing technology. We hope our own research, as
outlined here, aids decision makers
and managers dealing with unstructured tasks to identify patterns and
trends in consumer behavior.
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J.P. Shim ( firstname.lastname@example.org) is executive director of the
Korean-American Business Center at Robinson College
of Business and a professor of computer information
systems at Georgia State University, Atlanta, GA, and
professor emeritus at Mississippi State University,
J. Koh ( email@example.com) is an associate professor
of management information sysetms in the College of
Business Administration at Chonnam National University,
Kwang-Ju, South Korea.
S. Fister ( firstname.lastname@example.org) is a solutions
architect at MetOcean Solutions Ltd., New Plymouth,
H. Y. Seo ( email@example.com) is a manager at The Asian
Culture Institute, Kwang-Ju, South Korea.
© 2016 ACM 0001-0782/16/02 $15.00
hancement, and/or customer satisfaction. The objectives may vary depending on organizational circumstances.
Moreover, governments must communicate with industry stakeholders by
reviewing whether phonetic technology could violate privacy-protection
laws. However, phonetic-analytics
technology is still in an early stage of
development, with questions concerning government policy, the technology itself, the phonetics market, and
customer purchasing habits. Finally,
the three concepts discussed here—
phonetic recognition, analytics, and
authentication—must be clarified, as
they overlap and are sometimes used
interchangeably; Table 2 summarizes
the implications of phonetic analytics
technology for solution vendors, clients, and policymakers.
Business intelligence and analytics
may provide an opportunity for organi-
zations to learn more about their own
customers’ purchasing power, product
placement, feedback, long-tail mar-
keting, targeted and personalized rec-
ommendations, and increased sales
through enhanced customer satisfac-
tion. 5 With access to more and more
data, organizations are able to solve
their customers’ problems more quick-
ly and efficiently and improve job func-
tions and authority issues. Data can be
assimilated quickly and customized to
an organization’s individual circum-
stances, identifying problem areas
and providing recommendations and
coaching tools for call-center agents.
Analysts can help define queries and
search information for benchmarking
and root-cause analysis and recom-
mendations for problem solving. The
goal is to provide organized and easily
accessible information, quicker prob-
lem solving, increased service value,
and ultimately more business.
The future of phonetic analysis involves lots of electronic data. Since
social media, blog posts, chats, and
email messages are already in text
form, organizations are potentially
better able to produce a more complete picture of their business environment. Along with unstructured
data, YouTube and Vimeo videos are
yet another type of customer service
platform. That is, both structured and
unstructured data can be aggregated
into analyses that then help paint a
bigger picture. One promising idea
for emergency calling, or 911, applications is for the software to track
phone calls and paint a picture for
first responder(s) sent to the scene of
a crime or other location. While business analytics receives considerable
attention, virtually all the studies we
Table 2. Key issues in phonetic analytics technology for practitioners.
Issues and Implications for Practitioners
Business Model Solution Vendors Solution Clients Policymakers
Technology ˲ Secure data
˲ Secure data
˲ Advances in phonetic
Legal ˲ Use of personal
˲ Management of
˲ Customer permission
Market ˲ New market combined
with Internet of Things
˲ Market extension
˲ Reasonable price
˲ Adoptioncost ˲ Market
NA ˲ Customer habits
˲ Ease of use
ROI ˲ Costly solutions ˲ Unconvinced ROI NA