Approximately 13,000 users have been on-boarded in just over 18 months, and IBM has replaced multiple systems, including a legacy ticket management system.
With a single view of the customer across all channels, IBM's tens of thousands of customer support agents can now solve customer problems faster than ever before, while Watson is able to help reduce call volume and surface answers to complex questions for customers and live agents.
Watson cognitive routing and case prioritization capabilities assist an estimated 2 million cases a year, with case prioritization saving each agent up to 45 minutes a day. Watson chatbots handled 52% of conversations without handoff to live agents or direct case creating, allowing IBM to save millions of dollars while providing a more personalized customer support experience with proactive and predictive customer support.
- 52% containment rate using Watson Chatbot
- 2M+ cases assisted by CSP per year
- 25,000 users onboarded