SWORD - Small World Directories

Project Summary

SWORD is a technology for ranking results of directory enquiries. SWORD ranks query matches based on relevance so that, ideally, the desired match is at the top of the list of search results. This results in time savings, which depending on the context can lead to increased customer satisfaction, decreased operator call handling times and cost savings. SWORD uses "social networks" to estimate the relevance of each match: A "friend of a friend" is considered more relevant than a distant relation. We have trialed a SWORD-enhanced enterprise directory in BT's own corprate directory. In the trial, SWORD significantly improved upon the normal ranking of search results. In general, users were also positive about the functionality provided. We are seeking other exploitation paths for the technology in addition to the use for Enterprise Directories. In particular, SWORD may be helpful for Mobile Directories where address information is limited or unavailable.