Hello, Watson here! Michael Adler
The world is changing fast.
Contact Centers are managing more channels
81%
7B
2.5B
74%
say mobile is fundamentally changing how they do business
mobile devices world-wide; 1B+ of them smartphones
active Facebook, Twitter, and YouTube accounts
of Millennials believe technology makes life easier
Self-Service
History of Self-Service 1961 Tone Dialing
1970 Airline Ticketing
1972 ATM
1973 Pay at Pump
2002 DVD Kiosk
1999 Online Check-in
Digital Self-Service Channels Web
Kiosk
Forums
IVR / ASR
SMS
Mobile Apps
Digital Self-Service Channels Functions » » » » »
Management Help Service Ordering Recommendation
What’s the end-game?
Satisfying Customers » Bank A/C Management » Airline Service
or
Frustrating Customers » Limitations of Touchtone IVR » Supermarket Self-Checkout » Support by Forum
Cognitive Self-Service
Contact Center Agent
In-Store Rep
Concierge
Cognitive Self-Service
Personalize every interaction
Conduct conversations
Provide assurance
Industry Examples GenieMD
AstorTel
Wayblazer
Personal Bank
• AstorTel
Vignette 1
14 2014 Š Internat ional Busines s Machin es Corpora tion
AstorTel Jonathan Young Program Director, Watson Marketing Jonathan Young Program Director , IBM Watson Marketing
• AstorTel
Vignette 1
19 2014 © Internat ional Busines s Machin es Corpora tion
GenieMD Soheil Sadaat CEO, GenieMD
Healthcare Challenges
By 2030, 20% of Americans over the age of 65
35 Million Baby Boomers with at least one chronic condition
Exponential growth in Healthcare cost
Increasing Shortage of Healthcare providers
Healthcare Challenges Over 1/3 of Americans are obese; 125,000 people die every year, costing the healthcare system $290 billion related to medication non-compliance
40+ Million Family Caregivers Of All U.S. Workers:
49%
expected to be providing eldercare in the next 5 years.
• Family caregivers are more likely to report fair or poor health • More than $300K in lost salary and benefits over their lifetime. • Cost employer healthcare 8% more • Caregiving costs U.S. economy $25.2 Billion in lost productivity
To face these challenges we need to empower individuals to take a more active role in managing their own health and the health of their loved ones and facilitate communication between patients and providers.
What is genieMD? GenieMD is a mobile health platform that seamlessly aggregates all medical information from disparate sources and makes it actionable through proprietary technologies and the power of IBM Watson.
WayBlazer Felix Laboy CEO, WayBlazer
Wayblazer DEMO
Personal Bank
The new, new channels
Our Home Mortgage Rates
APR vs. Interest Rate The interest rate refers to the annual cost of a loan to a borrower and is expressed as a percentage. The interest rate does not include fees charged for the loan. The APR is the annual cost of a loan to a borrower -- including fees. Like an interest rate, the APR is expressed as a percentage. Unlike an interest rate, however, it includes other charges or fees to reflect the total cost of the loan.
Resolve issues faster
From:
To:
Self-service
Level 1 Live Agents
Self-service
Level 1 Live Agents
Level 2 Live Agents
Level 2 Live Agents
Resolve issues faster Improve
Reduce
Increase
Reduce
Customer Satisfaction & Trust
Operating Cost
Opportunities To Sell
Customers At Risk
A 1% improvement in FCR = 1% improvement in customer satisfaction
On average it takes 1.4 calls to resolve a customer problem
When a customer call is resolved the customer cross-selling acceptance rate is increased by 20%
If the customer’s inquiry or problem is resolved in the first call, only 1% of those customers are at risk to go to your competitors
Watson Engagement Advisor Customer Interaction Channels
Web
Watson DeepQA
Smartphone
Watson Dialog Services
Tablet
Documents (Corpus)
Watson Curator Collections
Core Engine
Knowledge
Beginning the Cognitive Journey Three Key Phases
1
2
3
Cognitive Value Assessment
Configure and Train
Deploy and Manage
Thank you
