Search vendor iPhrase acquires Banter

Search technology vendor iPhrase Technologies on Monday announced the acquisition of Banter Systems, a maker of automatic classification software used to understand unstructured content and informal communications. Financial terms of the deal were not disclosed.

Work is already under way to combine Banter’s classification software into the iPhrase natural language processing search technology, according to Tony Frazier, senior vice president of marketing at iPhrase.

Banter’s approach to automated classification of written communication is complementary to iPhrase’s natural language-based searching model because it can help extend user interactions to e-mail and secure messaging.

“When a user is interacting online unsuccessfully, Banter’s [technology allows us] to escalate it to a Web form that lets them be more expressive, and send e-mail. We can intersect that with another auto response, and use the Banter server to classify that document or route it to the right person. It is a good way to help blend self service with assisted service and deliver ROI,” Frazier said.

With its OEM relationships with CRM vendors such as Siebel, Kana, Avaya, Banter also gives iPhrase a boost in the CRM space.