Watson Assistant SEE. Jeffrey Becker Watson Data & AI, Europe. Think SEE / Watson Data & AI / November 6, 2018 / 2018 IBM Corporation

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1 Watson Assistant Jeffrey Becker Watson Data & AI, Europe SEE

2 Data & AI Market By 2020, 85% of CIOs will be piloting AI programs (Gartner), and 75% of commercial enterprise apps will use AI (IDC). Today the majority of AI projects start with chatbots, many of which are still in experimentation mode To scale AI projects, we need to connect them to the core business of Enterprises, and integrate them with the wider information system of organisations To do that, we need to extend architectures with data & governance, and include Expert Services in every project 2

3 70% of consumers will choose messaging over calling if given the choice 3

4 64% of consumers expect real-time responses at any time Call Center Research. Salesforce: July

5 Chatbot Assistants will save business $8b per year by

6 Key Benefits of an Assistant Improve User Experience Respond to customers by avoiding wait queues, make self service available 24/7 while providing a consistent brand experience to your customers. Lower Operating Costs Through Watson Assistant, IBM can decrease call center operation costs through self service and deflection of incoming queries. Generate New Revenue Streams Leverage Next Best Action to upsell and drive additional revenue. 6

7 IBM Watson Assistant AI for the Enterprise Scale from a simple chatbot to supporting millions of conversations in one product Create natural language interactions to better serve your end-users Get started quickly with pre-built content Create an omni-channel experience for better user engagement Walk customers through business processes like application forms or resetting a password Leverage machine learning approaches to improve the conversational model 7

8 Watson Assistant improves how your end-users engage Scalable product An enterprise can go from a single user to supporting millions of conversations across its organization with a single product. Simplified tooling Allows collaboration between business users and developers to build out conversational solutions and advanced dialog flows, without needing to be an expert in Machine Learning. Premium/Dedicated Plans Provide enterprise-grade security and support, such as data isolation, end to end encryption, and support for non-regulated PII data. Data Control Clients maintain control and ownership of their data. IBM will not share unique insights derived from clients data without client s agreement. Understand the user s intent Handcrafted rules unable to scale and do not benefit from data Leverages state of the art Deep Learning techniques to derive intent Learns over time based on usage 8

9 Extract key information from the end user s statement / question I m frustrated, I haven t been able to login into your online billing system Intent Entities Emotional Tone Context Context Password Reset Online Billing System Anger Bill Smith, 47 / Gold Member Mobile Leverages Watson Tone Analyzer 9

10 What does transformation look like? 10

11 99% improvement in customer response times for Autodesk by implementing Watson For more than 34 years, software giant Autodesk sold its popular 3D design, engineering and entertainment software under perpetual desktop licensing agreements. However, the way customers wanted to buy and access products changed. Recognizing that shifting to a subscription business model requires real-time customer service and support. Autodesk developed a virtual agent interact with customers and improve their experiences 5-10 min 100,000 conversations 14 M 60 cases to resolve cases as opposed to a day and a half. And the only reason it takes five to 10 is because that s how long a customer needs to type in or find a specific information, such as matching a serial number to an entitlement or contract supported per month, easing the burden on call center staff total sentences analyzed for keywords, entities, phrases, clusters, and other speech and language patterns recognized distinct use cases to quickly resolve easy requests so that agents can focus on helping customers with complex issues Connect With IBM and Salesforce, you ll have the capability to seamlessly connect real-time insights found in unstructured data to discovery within customer data. 5.4 mins +10 pt of resolution time for most inquiries, drastically down from 1.5 days increase in customer satisfaction levels because customers don t have to wait as long to have their questions answered 11

12 283k+ questions are answered by Watson in Portuguese every month Bradesco is one of the biggest and fastest growing banking and financial services companies in Brazil. The bank recognized that international expansion could provide some growth opportunities but saw the need to improve service to existing customers as a top priority. Working with Watson, Bradesco, created a virtual customer service solution to provide support for call center agents. The agents, who answered branch agent queries, now have an AI system that recognizes, understands and answers these questions with a high level of accuracy. 95% 62 products 5200 branches Watson is answering questions at a 95% accuracy rate, with only 5% requiring calls for further assistance Watson has been trained on 62 different Bradesco products use Watson to better serve Bradesco s 65 million customers 12

13 Cora has reduced the length of agent/customer conversations by 20% In an age when elegant technology interactions have become key factors in many consumer decisions, financial institutions must strive to digitally differentiate themselves from the competition. RBS recognized that although its customer service representatives were crucial to a customer s journey, they spent too much time handling problems that are easily resolved, increasing wait times and negatively affecting satisfaction ratings. RBS used the IBM Watson Watson Assistant to build a conversational solution called Cora. The chatbot weaves automated assistance seamlessly with human intervention, creating a hybrid solution that serves as a virtual assistant % 85% 2x Cora s knowledge base has more than doubled since launch and now contains 200+ question topics per brand of customer questions Cora can answer after just a few months of customer inquiries are managed by Cora The average contact center agent can now spend up to twice as much time on the more complex problems and questions that matter most to customers 13

14 50,000 lines of dialogue Watson was trained on four virtual assistants and an analyzer, learning banking and insurance vocabulary and building 50,000 lines of dialogue Crédit Mutuel, one of France s leading banks, has over 5,000 branches receiving over 350,000 online inquiries a day, with volume growing at 23% a year. Maintaining the quality of client relationships, while dealing with an ever-rising stream of customers and client requests, meant reinventing the client advisor s role or losing their competitive edge. After doing a diagnosis of how client advisors were spending their time, Crédit Mutuel found that a significant part of their activity was answering simple and repetitive questions. With this in mind, Crédit Mutuel turned to IBM to find a solution that could speed up everyday processes and give client advisors more time to address complicated and nuanced problems. 20,000 customer advisors 5,000 branches 60% 50% Watson was launched and is assisting 20,000 customer advisors Watson is strengthening customer relationships in 5,000 branches Client advisors could answer customer questions 60% faster Watson address 50% of the 350,000 daily s received by the bank s client advisors 14

15 Watson is the platform for your enterprise AI Journey Operationalize AI at Scale Value from Data & AI Create the Base for AI & Machine Learning MVP Build up Design Thinking Workshop Assess Workshop Watson Knowledge Catalogue Watson Studio Watson Assistant Watson Discovery Watson Visual Recognition Watson Compare & Comply Implement AI Use Cases Watson Compliance Assist Watson Expert Assist Customer Care Virtual Agent Voice of the customer Watson Deploy Workshop Watson Build Workshop Watson Plan Workshop Watson & SalesForce Watson & Box Watson AI CoC Services Watson & Workday Watson On Demand Consulting Watson Studio w/ AI Open Scale 15 Uses of Data & AI 15

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