2837-Enhance the Customer Experience and Reduce Efforts using IBM watsonx Orchestrate.pdf

1、October 21-24,2024Mandalay Bay Convention CenterLas Vegas,Nevada2837Alexandre YokotaBusiness Architect Associate Director AccentureAlex ViannaEcosystem Technical LeaderIBMEnhance the Customer Experience and Reduce Efforts using IBM watsonx Orchestrate#IBMTechXchange2What you will learn in this sessi

2、onIBM TechXchange|2024 IBM Corporation010203Customer ServicesWatson OrchestrateBusiness Automation Agenda010203040506Customer ServicesWatson OrchestrateBusiness AutomationAutomation Journey CaseQ&AIBM TechXchange|2024 IBM CorporationImagineserviceasafunctionsoessentialto yourorganizationthatitengage

3、scustomers and employees at everystepoftheirjourneyfromlearningand purchasetousageand,ultimately,repurchase.Its integrated,indispensable,influentialand seamlesslyembeddedintoyouroperations.Its a driverof continuousinnovation.It reduces customereffort,helpscustomersachieve maximumvaluefromtheirpurcha

4、sesandprovides customerinsightsintoproductdevelopment.This isEnd-to-Endless CustomerService.End-to-Endless Customer ServiceThreekeyopportunitiesfor end-to-endless service78%B2Band 65%B2Ccustomersindicate proactive servicesolutionsareimportant#value driverB2C customers benefit whenservice helps them

5、get morevaluefromtheirproducts.+higher revenue growthwhencompaniesinvolvetheirservice organization in the development of newproducts.GrowUsagebyhelpingcustomers getmorevalueGrowPossibilitybyactivating serviceinsightsGrowTrustwithproactive,predictiveserviceviewservice completely as avaluecenterrevenu

6、e growth1in53.5xThesecompanies drive more than triple the revenue growth of companies managing service asacost center.A small proportion of companies are fully committed to service asavaluecenterthat improves customer relationships and drivessustainable growth.Focusing only on the speed,efficiency a

7、nd cost of reactivecustomer service isa race tothebottom.Leadingbrandsareshiftingthefocus ofthetraditionalservicecenterThree entry points for transforming workIBM TechXchange|2024 IBM CorporationAutomate processes,drive increased productivity and reduce costs Put organizational information at employ

8、ee fingertips,enable better decisionsDeliver personalized and self service experiences that yield quick and easy solutionsBusiness ProcessesHRSales&MarketingCustomer SupportProcurementEmployee ProductivityEmployee EmpowermentCustomer CareAgenda010203040506Customer ServicesWatson OrchestrateBusiness

9、AutomationAutomation Journey CaseQ&AIBM TechXchange|2024 IBM Corporation#IBMTechXchangeTask is very manual and has not been automated yet navigating from one app to the other manipulating data from one tool to the other reconcile dataEmployees are not experts in the process handling exceptions chasi

10、ng down approvalsNon-job related tasks await dont know what tool to use dont know the process get stuck and spend a lot of time on itLogistical delays struggle to learn the tool hard to get tool to work as expected runs into issues chases expertsEmployees journeyEmployee productivity is hindered by

11、having siloed and disconnected tasks,systems,and processesAI assistants are more than a bot or co-pilotIntelligent interactionsExpanding expertiseAccelerate time to valueHand-holds usersUses Gen AI to guide users through new to tasks and adhere to processesSkillsOrchestrates 1000s of prebuilt skills

12、.Easily discover and train new skills from existing automationsContext awareDelivers contextualized experiences every step of the waySkill trainingUse generative AI to accelerate training and enhance skills Dynamic SequencingManages skill execution in sequence for users to multi-taskConversationalLe

13、t Gen AI handle complex conversations and fulfill tasks for the userAssistant BuilderDesign flows for complex and nuanced journeys with a no-code and LLM powered interfaceGenerative AISurfaces generative AI skills to augment user tasks,backed by the governance enterprises needAutomation BuilderSimpl

14、ified builder experience to create new workflow and decision-based skillsIBM TechXchange|2024 IBM Corporation#IBMTechXchangeEmployeesSMEsCustomersInvoke advanced skills Create job requisition Schedule interview Generate offer email Identify upsell accounts Recommend new plans Generate client emailCL

15、ASSIFY|GENERATE|SUMMARIZE|EXTRACTConversational experiencesExecute automationsGenerative AI skillsDemocratize the availability of automation through natural language across multiple channelsInvoke advanced skills that leverage generative AI to accomplish net new tasksPower AI assistant skills levera

16、ging existing automations123watsonx Orchestrate:AI assistants for enterprise productivityHRProcurementSales Create new PO Pay supplier Process invoicesOmni-channel engagementIBM TechXchange|2024 IBM Corporation#IBMTechXchangeEmpower customers&employees through simple,intuitive,&guided conversationsE

17、asily create intelligent&personalized AI assistantsBoost productivityEmployeesSubject matter expertsCustomersDisambiguationRoutingSlot-fillingDigressionLLM-powered NLUSkills studioDiscover,create and manage Gen AI and digital automations that combinedecisions,tasks,skills,and workflows.Train automat

18、ions as new skills,and publish to the skills catalogAI assistant builderBuild and design simple or sophisticated AI assistantsSkills catalogInvoke Individual or a collection of AI and advanced automation skillsAI assistantEngage through a conversational experienceGen AI catalog powered by watsonx.ai

19、 modelsPre-built skillsApp catalogAssistant catalogIBM TechXchange|2024 IBM Corporation13One platform to build Gen AI+Automation assistants#IBMTechXchangeServing customers is priority number one for enterprises and is among the most frequent and costly touchpoints to maintain.Imagine a new world whe

20、re service quality improves while driving down costs,empowering customers with technology to resolve their problems through automation and AI.Digital customer experienceCommunicates with customers 24/7 across all digital touch points in a conversational interface using natural language.Modernize con

21、tact centerAutomate resolution of customer issues across all support channels decreasing call volume.Agent assistConversational and generative AI assists customer service representatives to resolve advanced customer queries reducing call time.Transactional supportContent and Q&AsContact centerDigita

22、l supportSelf-serveApplicationWatson AssistantCustomerCustomer ProfileJourney AnalyticsBrandExperienceAI assistants in Customer careIBM TechXchange|2024 IBM CorporationAI AssistantCustomers,employees,and knowledge workersSkillsdigital automations that wrapper integrations to applications,systems,wor

23、kflows,or AI modelsGuided skillsmore skill typesInformational skillsConversational skillsAutomated skillsIBMs AI assistants use Foundation Models and Automation to orchestrate skill execution and reduce time and effortIBM TechXchange|2024 IBM Corporation#IBMTechXchangeEmployeesusers of watsonx.ai ca

24、n serve OS or custom models to watsonx Orchestratewatsonx.ai delivers IBM developed fine-tuned models out of the box in watsonx Orchestrateusers of 3rd party LLMs can serve their models to watsonx Orchestrate3rd party providerother LLMsEfficientTrustworthyContextualHow users access generative AI cap

25、abilities in watsonx OrchestrateIBM TechXchange|2024 IBM CorporationAgenda010203040506Customer ServicesWatson OrchestrateBusiness AutomationAutomation Journey CaseQ&AIBM TechXchange|2024 IBM CorporationIBM Business AutomationEnable direct participation in the businessIncrease employee productivityMa

26、ke operations smarterIBM DatacapSimplifying the capture,recognition,and classification of your business documentsIBM TechXchange|2024 IBM CorporationTraditional capture systems excel at document processingCaptureAcquisitionClassificationIndexing Verification TransformationIntegration/ExportDeliveryI

27、BM TechXchange|2024 IBM CorporationApplying cognitive computingfor captureUnstructured documents often need human processing is expensive and slowerExample:Mail LettersContractsPDF files with multiple documentsA cognitive capture system addresses these valuable,highly variable,and complex documents

28、that until now were difficult to automate.IBM TechXchange|2024 IBM CorporationScannerWeb ServiceFile ImportFaxEmailMobileCaptureApproach:Intelligent Capture ofDocumentsPage IDExtractionVerificationExportClassificationOCR/OMR/NLPBusiness RulesDatabase SearchDatabase ValidationRoutingData Verification

29、IndexingRoutingFilenet CMCase ManagerDBFilesystemIBM TechXchange|2024 IBM CorporationAgenda010203040506Customer ServicesWatson OrchestrateBusiness AutomationAutomation Journey CaseQ&AIBM TechXchange|2024 IBM CorporationHow to improve user experience&Empower internal teamsAutomatically extract inform

30、ation from sent documentsAutomate information checking and cross-checking between form and documentsAutomate ticket creation in theSAPMinimize the execution of repetitive and manual tasksAutomatically validate and classify submitted documentsAutomate communication andResponses to requestsStandardize

31、 customer communication messages with Equatorials identityExpand the touchpoints(website,online chat,whats app,phone)Business AutomationClient EmployeeIBM TechXchange|2024 IBM CorporationWhat we presentThe first step of the automation journeyAccelerated processes with Watson OrchestrateBetter team e

32、fficiency and betterCustomer ExperienceDocuments handled and processed automaticallyCustomer&EmployeeIBM TechXchange|2024 IBM CorporationAutomation in the right measure:A JourneyThe road to achieving optimal automation is longMap out the process of automating the key use caseMap out the processes th

33、at can be automated and define where to start.We usually attack use cases that require a lot of effort for little return,usually that amount to a large percentage of the teams effort.Adjust automation and expand to other use casesAs automation starts to work in the primary use case,we move on to fin

34、e-tuning.At this stage,the reliability of the tool increases and we are able to expand to new use cases.Extend the use of automation toolsWith automation working as expected,we can continue the journey by automating other capabilities,expanding process automation using other technologies.123Implemen

35、tationWatsonxOrchestrate forreceive andorchestrate the flowImplement thecaptureDocument Intelligent for Document ClassificationTrain thedocument processing to extract information fromDocumentsExpandautomation capabilities for exception handling,andOther cases ofuseAutomation in the right measureInte

36、lligent AutomationIBM TechXchange|2024 IBM CorporationAgenda010203040506Customer ServicesWatson OrchestrateBusiness AutomationAutomation Journey CaseQ&AIBM TechXchange|2024 IBM CorporationDatacapWatsonxOrchestrateTechnologies involvedCustomer PortalIBM TechXchange|2024 IBM CorporationProcess:New Req

37、uisitionIBM TechXchange|2024 IBM CorporationProcess:New Requisition AutomatedIBM TechXchange|2024 IBM CorporationAgenda010203040506Customer ServicesWatson OrchestrateBusiness AutomationAutomation Journey CaseQ&AIBM TechXchange|2024 IBM Corporation#IBMTechXchange32Q&AIBM TechXchange|2024 IBM Corporat

38、ionAlexandre YokotaAccenture,Business AAlex ViannaIBM,Ecosystem Technical L#IBMTechXchange33Thank YouIBM TechXchange|2024 IBM CorporationAlex ViannaEcosystem Technical LeaderIBMAlexandre YokotaBusiness ArchitectAccenture#IBMTechXchangeNotices and disclaimersCertain comments made in this presentation

39、 may be characterized as forward looking under the Private Securities Litigation Reform Act of 1995.Forward-looking statements are based on the companys current assumptions regarding future business and financial performance.Those statements by their nature address matters that are uncertain to diff

40、erent degrees and involve a number of factors that could cause actual results to differ materially.Additional information concerning these factors is contained in the Companys filings with the SEC.Copies are available from the SEC,from the IBM website,or from IBM Investor Relations.Any forward-looki

41、ng statement made during this presentation speaks only as of the date on which it is made.The company assumes no obligation to update or revise any forward-looking statements except as required by law;these charts and the associated remarks and comments are integrally related and are intended to be

42、presented and understood together.2024 International Business Machines Corporation.All rights reserved.This document is distributed“as is”without any warranty,either express or implied.In no event shall IBM be liable for any damage arising from the use of this information,including but not limited t

43、o,loss of data,business interruption,loss of profit or loss of opportunity.Customer examples are presented as illustrations of how those customers have used IBM products and the results they may have achieved.Actual performance,cost,savings or other results in other operating environments may vary.W

44、orkshops,sessions and associated materials may have been prepared by independent session speakers,and do not necessarily reflect the views of IBM.Not all offerings are available in every country in which IBM operates.Any statements regarding IBMs future direction,intent or product plans are subject

45、to change or withdrawal without notice.IBM,the IBM logo,and are trademarks of International Business Machines Corporation,registered in many jurisdictions worldwide.Other product and service names might be trademarks of IBM or other companies.A current list of IBM trademarks is available on the Web at“Copyright and trademark information”at: TechXchange|2024 IBM Corporation34