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Cloud Pak for DATA and Customer Care

BP Academy, IBM Innovation Center Ljubljana, room 1b, 9:00-13:00

Date: Wednesday, May 25 from 9:00 to 13:00 Central European Time

What is customer care?

Customer care is more than just providing great customer service. It’s a proactive approach to providing information, tools, and services to customers at each point they interact with a brand.
When done well, customer care boosts the overall customer experience by providing answers to common questions through the website, social media, chatbots, or with customer support agents.
Companies benefit from investing in customer care for multiple reasons:

  • Customers get the insights they need to make an informed purchase.
  • Customer satisfaction can increase and customer loyalty can improve.
  • Customer service agents spend less time on routine tasks and answering commonly asked questions, enabling agents to do more meaningful tasks.
  • Using AI to optimize customer care can increase the bottom line and provide a positive return on investment.

Improving customer care with IBM Watson 

Watson Assistant is a breakthrough in optimizing customer care. This AI-powered virtual agents provides customers with fast, consistent, and accurate answers across any messaging platform, application, device, or channel. Watson Assistant’s natural learning process analyzes customer conversations, improving its ability to resolve issues the first time.

IBM Watson Assistant

Earlier this year, IBM’s Watson Assistant received a major makeover. The new Watson Assistant experience, focused on using actions to build customer conversations, is designed to make it simple enough for anyone to build a virtual assistant. Building, testing, publishing, and analyzing your assistant can all now be done in one simple and intuitive interface.

  • New navigation provides a workflow for building, previewing, publishing, and analyzing your assistant.
  • Each assistant has a home page with a task list to help you get started.
  • Build conversations with actions, which represent the tasks you want your assistant to help your customers with. Each action contains a series of steps that represent individual exchanges with a customer.
  • A new way to publish lets you review and debug your work in a draft environment before going live to your customers.
  • Use a new suite of analytics to improve your assistant. Review which actions are being completed to see what your customers want help with, determine if your assistant understands and addresses customer needs, and decide how can you make your assistant better.

In this workshop, we will go over the »Getting started with Watson Assistant« tutorial series  on building in the new experience.

Speakers: Robert Bozic and Erik Ternav

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