Security First Insurance, a homeowners insurance firm, is using “smarter content” software from IBM and partner Integritie to collect and analyze big data. This includes social media and email to begin the claims resolution process for customers who have been impacted by a storm.

IBM says Security First Insurance now can turn social media into an actionable communications channel during a major disaster. The software analyzes incoming messages sent by email and social media using text mining, text analytics and natural language processing to detect words that convey distress or identify significant property damage. Security First then can prioritize the messages and route them to proper personnel to resolve the issue.

The text analysis in the software helps Security First filter incoming communications and audit outbound messages, says IBM. The IBM and Integritie solution logs all social networking interaction, captures content, monitors incoming and outgoing messages, and archives all communication for compliance review. Security First also can link specific content to expedite the loss recovery process for policyholders.

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