1. IBM AI for Customer Care
Company Pain Points
The customer care industry is underperforming as it struggles to evolve in an increasingly digital world.
Evolving customer demands
Customer dissatisfaction is rising as needs aren’t being met.
Benefits
Watson can increase customer satisfaction and decrease cost simultaneously. And at the same time keep your agents happier and more empowered
IBM’s solutions for Customer Care brings together our best-of-breed AI technology to help organizations create a seamless and superior customer experience.
With our technology SI’s can help organizations build an Assistant that gives their customers a 'one stop shop', to solve their problems, whether simple or complex, as efficiently as possible.
50%
73%
61%
of customer calls go unresolved or require escalation
of US consumers say “valuing their time” is the most important thing a brand can do
of failed customer support calls could have been solved with better access to data
USD $62B
70%
85%
Estimated loss of sales in the US due to poor customer service
of consumers will choose messaging over calling if given the choice
of all customer interactions will be handled without a human agent by 2020
30-45%
91%
USD $8B
Chatbots will save businesses more than USD 8 billion per year by 2022, a huge increase from the USD 20 million estimated for 2018
average employee turnover at call centers, more than double the rate for all industries combines
of unsatisfied customers will not return for a repeat purchase or service
USD 4000+
45%
USD $1M
more to hire a call center service agent, and an additional USD 4,800 or more to train them
of shopping carts are abandoned due to lack of immediate support
potential annual savings for every second shaved off the average handling time per call
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75%
1 in 3
29%
Of an agent’s time is devoted to agents doing manual research, while valued customer interaction is at a dismal 25%
millennials think chatbots provide better, more efficient tech support
Chatbots will contribute to cutting customer care costs by up to 29%
© 2098 IBM Corporation

2. Future of Customer Care1
Lower Operating Cost 2
Improved user experience 3
New Revenue Streams
Increased efficiency of agents
Automation through virtual agents (VA) replaces repetitive labor and allows human agents to focus on more complex tasks that require expertise and creativity (escalate to live agents only if needed).
Increased call deflection rates
Virtual agent technology provides first call resolution decreasing the number of routine calls escalated to CSR.
Omnichannel experience
New channels such as messaging, mobile chat and web chat will decrease reliance on an IVR lowering operating costs and customer frustration.
Improved efficiency
Advanced analytics helps to reduce errors, increase execution speed and promote continuous learning and improvement.
Lowest cost channel
Being able to seamlessly transfer customer interactions between bots and human agents keeps customers within the lowest cost of service channels.
Informed and consistent customer service
Increasing first contact resolution with contextually relevant answers that can either be custom-trained or pre-trained.
360-degree view of the customer
Virtual agent integration with multiple data sources inside and outside the enterprise provides a holistic customer view.
Meet the customer on their terms
Omnichannel system allows the
customer to choose their preferred
channel and engage whenever
they want.
Better anticipation of customer needs
Advanced analytics and virtual
agents allow for a more informed
and personalized conversation.
Cognitive product recommendations Advanced analytics helps identify which products to upsell customers through virtual agents.
New channels of revenue
Uncover retail opportunities both in store and online through cognitive kiosks, robots or mobile apps.
Geo-location analytics
Advanced analytics consumes geographic data to make better decisions and offer more customized recommendations.
Trend identification and correlation Make sense of data to create trend analysis to deliver better offerings. Implement proactive care processes to enhance revenue generation through next best action.
Today’s digitally connected
consumers are demanding
unprecedented levels of 24x7x365
customer service. But most call centers
are slow to respond due to aging
technology and processes that rely
solely on Interactive Voice Response
Systems (IVR) and human agents. As
organizations look to digitally transform
their business and retain customers, the
opportunity to modernize the contact
center has become a top priority.
Companies can bring impactful change to contact centers by embracing Watson’s AI-
powered virtual agents, integrated with
chat/messaging for seamless transfers to live agents—scaling operations
and transforming customer care, while
reducing costs and delighting users.
(Source: CEB, Kick-Ass Customer Service, Matthew Dixon et al., January - February, 2017.)
Why AI driven customer care? Why start today?
270 billion calls to customer service per year
Cut costs by 29%
70% decrease in call resolution time
© 2098 IBM Corporation

3. IBM AI for Customer Care Solutions
Customer Care Virtual Agent understands end user questions in natural language and enables an intuitive and human-friendly interface for customers.
Watson Assistant
Watson Discovery
Live Agent Handoff
Customer Care Voice Agent
helps you answer more customer calls faster by interacting with callers using natural language to provide self-service over the phone.
Watson Assistant
Watson Speech to Text
Watson Text to Speech
IBM’s Voice Agent
Improve customer service, increase satisfaction, and reduce churn. Watson offers AI solutions for customers and agents across multiple channels.
Agent Assist
understands agents' questions in natural language, enabling agents to find answers to their questions with AI powered search.
Watson Assistant
Watson Discovery
Watson Knowledge Studio
Agent Assist with
Discovery for Salesforce
delivers an AI powered search for agents to resolve customer cases quickly and efficiently from within their Service Cloud console.
Watson Assistant
Watson Discovery
Watson Knowledge Studio
Salesforce Cloud
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© 2019 IBM Corporation