How AI transformed ABB customer support in just 90 days
From 270006MQHP 270006MQHP on September 19th, 2018
Being customer-centric requires companies to understand not only what their customers are telling them but how they're feeling. As with most global manufacturers, ABB had an enormous amount of customer comments, in multiple languages, stored across numerous customer care systems. They needed to be able to collect, analyze and translate the comments into English to identify trends at scale, but also to understand how their customers were feeling.
By applying IBM Watson Explorer, they are able to analyze the comments and translate them into English all while extracting the metadata to learn and understand sentiment, emotion and tone. As a result, they are able to improve their manufacturing process and avoid future problems.
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"We started looking at Watson for addressing our quality and customer complaints data to really understand what exactly customers were mentioning about a particular complaint or a particular problem," explains Babu Kuttala, Group Vice President, Advance Analytics Solutions Delivery, ABB. #IBMClientVoices
Learn more about AI in customer service: https://www.ibm.com/watson/ai-customer-service
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•IBM Client References: http://bit.ly/1hzYvlB