Case studies

Toyota Financial Services

Toyota Financial is a 100 billion dollar financial organization that provides financing for buyers of Toyota vehicles. Customer satisfaction and lifetime loyalty are of the utmost importance, so the management team wants to leverage every available resource, including unstructured data, to help them acquire, grow and retain customers. The data is there, but without a competent analytics solution they can’t benefit from it.

The team started using Watson Explorer as a gateway to help them access data that otherwise would be locked away in separate silos. With Explorer, users can access data directly through Explorer without needing to involve IT, and can analyze multiple types of data—whether structured or unstructured—from a single tool. Because of Explorer’s ability to crawl through data in different silos and present a unified view, each user is empowered with a 360-degree view of their customers and can glean insight from every possible data source.

As a result, customer-facing employees, such as call center agents, can quickly understand their customers, find necessary information and respond to requests. They can access data from many sources directly through Watson Explorer without needing to put the customer on hold to consult colleagues or search through databases. Better call center performance led to more satisfied customers. In addition, the team has found that internal reporting processes have improved as well; reporting managers and analysts can find the answers they need without searching through multiple sources.

Better call center performance led to more satisfied customers. In addition, the team has found that internal reporting processes have improved as well; reporting managers and analysts can find the answers they need without searching through multiple sources.

How Toyota Financial is leveraging Watson to enhance customer experience

Toyota Financial Services leverages the power of Watson Explorer to analyze customer data and gather useful insights that enable them to improve the overall customer experience. Watson Explorer is a gateway to analyze all types of data without the expensive process of data management and ETL and moving data around.

Westpac Bank

This New Zealand bank is using cognitive analytics on their data to generate insights that help them reduce monthly operating costs, increase customer engagement and transform online and mobile banking. Rather than simply treating customers in a reactionary, transactional way, WestPac can foster customer interactions that are much more proactive and help build relationships.

Customers log in to get real-time data on their finances and access data needed to perform over 120+ functions on mobile devices including complex processes such as mortgage applications. More than 55 percent of the bank’s customers now do their banking online.

WestPac used data and tools to increase customer interactions from 40 percent to 92 percent of customers. This has helped transform the way the bank interacts with its customers. Online banking is up 30 percent and mobile usage is up 45 percent. Teams use data to measure customers by sentiment, products they hold, revenue they generate with the bank and other parameters to provide personalized customer service.

WestPac used Watson to increase customer interactions from 40% to 92% of customers. This has helped transform the way the bank interacts with its customers. Online banking is up 30% and mobile usage is up 45%.


Blizzard Ski (Technica)

Blizzard Ski is in a demanding business where customer satisfaction is paramount, and customer safety depends on the quality of their products. Nonetheless, Blizzard produces products that customers can be expected to only buy once every few years – products that need to respond quickly to industry trends.

Watson Explorer helps the team analyze data to craft 1,500 different materials into 900 models of skis for every type of skier, snow condition, personality and preference.

Cognitive analytics not only helps Blizzard produce skis that will sell, but also helps manage the business overhead that supports such a vast production.

Benefits include:

  • Reducing production lead-time and process time from factory to retail outlet.
  • Leveraging real-time data to increase agility and cope with changes in demand.
  • Understanding order flow and inventory to prepare for and react to market changes.

All these new capabilities and more are the result of Watson Explorer, and they help Blizzard deliver better products while simultaneously reducing their risk in the market.

Watson Explorer helped the team analyze data to craft 1,500 different materials into 900 models of skis for every type of skier, snow condition, personality and preference.


Verizon

Watson Explorer helps over 40,000 Verizon call center agents resolve customer issues faster and more reliably. The result is improved customer satisfaction, reduced average handling time, better first-call resolution and a higher net promoter score.

Verizon was able to establish a single repository for manuals and all their other content, then use Watson Explorer to index these thousands of pieces of content—including both documents and images—to create digestible chunks of information. With these prepared resources on various topics, their call center agents could solve customers’ issues more quickly and thoroughly.

Motivated by the success of their customer care overhaul, Verizon is now working on advertising apps that leverage customer data to deliver a more effective message.

Watson helps over 40,000 Verizon call center agents resolve customer issues faster and more reliably to improve customer satisfaction, first call resolution and net promoter scores.


Global aerospace manufacturer

A global aircraft manufacturer client of Watson has built a reputation on reacting to market demands and developing and evolving its products to meet the needs of customers and the wider world. The company recognized the need to replace its information access application because it was overwhelmed by data volume, variety, and velocity. They needed a solution that met information access needs and requirements of their 100,000 employees, focused on everything from finding standards to locating the most current invoice, as well as support information access activities for its customers and suppliers.

The company was looking for a unified information access solution that had the ability to process tens of thousands of daily queries across the company's many siloed, unstructured, and semi-structured information sources. The solution technology had to be a platform upon which the company could build additional search-based applications for business units that required unstructured information access capabilities.

The company deployed Watson which helped them share information more easily across the enterprise and launch big data initiatives more quickly. In addition to the core indexing, discovery, navigation, and search engine, Explorer includes a framework for developing information-rich applications that deliver a comprehensive, contextually relevant view of any topic for business users, data scientists, and a variety of targeted business functions.

Today, the network shared drives contain approximately 120TB of data that is utilized by all 100,000 employees. Another internal search application using Watson Explorer is dedicated to supporting customer service staff working with customers, which has roughly 2,000 users and 20–25 data sources. The application has 60,000 - 70,000 active users supporting approximately 12,000 queries per day. All the applications that are based on the Watson Explorer interface have been customized to match the company's corporate user interface standards. These applications also provide users search alerts based on saved searches when new content is added to the application.

Supporting 40 data sources in a single index is at the upper limit of what most organizations have in place today, and in the opinion of the company, Watson is only one of a very few companies that can offer this level of unified information access scalability and functionality.

Benefits of using Watson Explorer include:

  • Enables 80,000 users to navigate huge volumes of information from a single, secure access point.
  • Helps put 50 additional aircraft into service in one year, without a staffing increase.
  • Saves $36 million (USD) per year on 24/7 aircraft on-ground support.
  • Saving even 30 minutes a week for this organization's knowledge workers locating information can yield a productivity savings of $40 million – 50 million per year.
  • Improves supply chain visibility, cutting costs for critical parts deliveries
  • Savings via productivity improvements.
  • New information access application development efficiencies. The search capabilities have alleviated the pressure on the IT department to successfully collect, index, and locate information with data sizes in excess of 100TB. It has also provided a standard platform upon which to build search-based applications.
  • Rapid implementation and deployment. The company now has the ability to more rapidly and efficiently develop and deploy new applications in response to end users' evolving needs.

Watson enables 80,000 users to navigate huge volumes of information from a single, secure access point and helped put 50 additional aircraft into service in one year, without a staffing increase.


Call center for a leading insurance provider

Inefficient access to huge volumes of siloed customer and product data reduced agent productivity and increased average call time. Watson Explorer connected disparate data sources and provided quick, fluid access to all organizational information in a single unified view from one access point. An international insurance company uses Watson’s cognitive services to reduce the time needed to process complex claims from two days to just 10 minutes. The company is also using data to identify and eliminate hundreds of millions of dollars in fraud and leakage. The result: a more customer-centric and profitable company.

  • Supports 14,000 agents, saving an average of 3 seconds on call handle time
  • Helps ensure 99.999 percent up-time at every location, delivering a commanding query-per-second speech
  • Delivers value equal to 141 full-time employees, saving $11.2 million per year.

Watson supports 14,000 agents, saves an average of 3 seconds in average call handling time, ensures 99.99% up-time at every location, and saves $11.2 million per year for the company.


Woodside energy

As Woodside Energy is Australia’s largest independent oil and gas company, Woodside Energy is an industry leader in implementing new technologies and tools to improve safety and efficiency. They are globally recognized for their success in oil exploration, development, production and supply.

The leading-edge strategy behind Woodside’s success is in the way they grow and empower their workforce. The offshore energy industry itself is greatly demanding, requiring real-time, 24/7 monitoring from crew members. With some of the largest structures on Earth, built in some of the most remote parts of the ocean, Woodside’s employees need real-time access to critical information to keep things running smoothly and ensure the safety and operational efficiency of all their employees and oil rigs.

After more than half a century of creating, collecting and archiving engineering research, ideas, breakthroughs and explorations, it became apparent that Woodside would need to enlist help to continue to not only leverage that knowledge but also literally put it to work. Experienced and expert employees retired from the company, taking their insights vast knowledge with them, and leaving decades worth of documents for new hires to learn from. Woodside needed to replace its heroes, and get the new recruits up to speed in a short amount of time.

Having every new employee comb through technical evaluations, employee reports and decision logs would have been time-consuming, costly, frustrating and in the end also ineffective. Fortunately, Woodside learned about Watson and now relies on Watson Explorer with other Watson APIs to search and analyze historical, scientific and experiential materials quickly and accurately, surfacing answers and critical information whenever employees need it. Not only does Watson Explorer serve as the much-needed resource to newly hired heroes, but it also provides Woodside employees with additional insights hidden within the massive archives of their institutional information to enable better decision-making.

“With Watson, we’re asking more questions because we have more answers. We’re making smarter decisions, because we can learn more every time we make one.”

Using all of the knowledge mentioned in the video, from metric units to frame specifications, Woodside engineers determined what information was uploaded to Watson. Then, these same heroes tested Watson on what it had learned. Like the video said, “We teach Watson to think like an engineer. Watson teaches us to think like 1000 engineers.”

Watson’s cognitive computing abilities partner are partnering with Woodside’s knowledge base to create a meaningful, impactful and expanding resource for the engineers that needed it most. Without having to change their infrastructure or hero culture, Woodside Energy became a cognitive business. “Woodside Energy is turning what it knows into what it can accomplish with Watson.”

With Watson, we’re asking more questions because we have more answers. We’re making smarter decisions, because we can learn more every time we make one.

-Woodside engineer.

How Watson is helping Woodside Energy become a Cognitive Business

Watson’s cognitive computing capabilities are helping Woodside Energy create an expanding, easily searchable knowledge base for their engineers, something critical for them to do their jobs more efficiently.

We teach Watson to think like an engineer. Watson teaches us to think 1000 engineers.

-Woodside employee.

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