Americas

Divya Rathanlal

Providing real-time government information during the pandemic

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Divya Rathanlal

Emerging Technology Program Manager, City of Austin, USA

LinkedIn

portrait of Divya Rathanlal

At the start of the pandemic, the City of Austin leveraged IBM AI to create and deploy a COVID-19 virtual agent that provides real-time information and authoritative guidance on activities within the city, in both English and Spanish.

Built with IBM Watson Assistant, the solution has been able to answer 97% of the over 40,000 questions asked by more than 15,000 citizens to date, covering a range of topics including health resources and social services. Divya Rathanlal, who led the project, is implementing other virtual assistant projects across the city, including with the animal shelter, which is solving 93% of inquiries.

Government


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

IBM Watson Discovery

Find specific answers and trends from documents and websites using search powered by AI.

Government

Sabita Sharma

Eliminating 32 steps of manual intervention for claim processing

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Sabita Sharma

AVP, Automation and Innovation, Everest Re Group, USA

LinkedIn

portrait of Sabita Sharma

Everest Reinsurance used IBM AI to automate internal processes triggered by incoming emails for claims and new business submissions. Leveraging the natural language processing functions of IBM Watson Discovery, the platform eliminates 32 steps of manual intervention, reduces errors, and reduces the duration of claims processing.

Sabita Sharma was instrumental in executing this project, which supported over $5M in premium growth and $3.5M in efficiency gains across multiple areas of underwriting and claims.

Insurance


IBM Watson Discovery

Find specific answers and trends from documents and websites using search powered by AI.

Insurance

Leah Karlin

Parsing complex and changing drug information to improve health outcomes

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Leah Karlin

Director of Machine Learning and Data Engineering, At Point of Care, USA

LinkedIn

portrait of Leah Karlin

At Point of Care builds innovative data-driven clinical decision support that helps connect patients, caregivers, and clinicians, and encourages shared decision-making that can improve health outcomes. The company’s platform provides streamlined practice-based tools to deliver content to the clinician’s fingertips when it is acutely needed, enabling better decisions, better outcomes, and better care.

Led by Leah Karlin, the company developed an AI solution that integrates IBM Watson Discovery, IBM Watson Assistant and IBM Natural Language Classifier to analyze, ingest and train complex, constantly changing medical content and real-world evidence across tens of therapeutic areas. The system helps clinicians get the latest healthcare information to address gaps in care and knowledge directly within their practice workflow.

Healthcare


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

IBM Watson Discovery

Find specific answers and trends from documents and websites using search powered by AI.

IBM Watson Natural Language Classifier

Quickly train custom machine learning models to analyze and label your textual data.

Healthcare

Bharathi Ramadass

Improving IT support with an AI-driven conversational agent

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Bharathi Ramadass

IT Product Manager, ServiceNow USA

LinkedIn

portrait of Bharathi Ramadass

ServiceNow delivers digital workflows that unlock workplace productivity across customer service, IT, and operations. Using IBM Watson Assistant, Bharathi Ramadass implemented an AI-driven conversational agent that its employees can use to provide reliable and accurate responses to customers across all business units, seamlessly transfer conversations to live agents, and proactively reach out to users to solve issues.

Thanks in part to Bharathi’s passion for digital transformation, ServiceNow has expanded from two use cases to over 300 uses cases. On average, 20% of the employees actively engage with the assistant each month.

Software


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

Software

Denise Stokowski

Helping SaaS clients understand their customers and act accordingly

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Denise Stokowski

Group VP, Platform Products, Gainsight, USA

LinkedIn

portrait of Denise Stokowski

Gainsight’s customer experience platform helps businesses gain insight by orchestrating customer-facing teams and data into simple, actionable dashboards and playbooks. The company uses IBM Watson Natural Language Understanding to help its Fortune 500 SaaS clients analyze customer feedback, timelines, and sentiment so they can provide best-in-class service.

Thanks in part to Denise Stokowski's leadership, Gainsight is able to connect the silos of data that prevent businesses from understanding their customers, while preventing churn, uncovering areas for upsell, and increasing cloud revenue.

Software


IBM Watson Natural Language Understanding

Extract metadata from text such as entities, keywords, categories, sentiment, emotion, relations, and syntax.

Software

Julie Losee

Meeting challenging accounting standards for a global asset portfolio

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Julie Losee

Manager, Equipment Lease Accounting, Ford Motor Company, USA

portrait of Julie Losee

Ford Motor Company deployed IBM TRIRIGA® for Lease Administration and Accounting to adhere to new Financial Accounting Standards (FASB) and International Accounting Standards (IASB), which impact how companies report their global portfolios of real estate and asset leases on their balance sheet. Ford was an early adopter of IBM TRIRIGA for Lease Accounting, with a go-live in October 2018, in preparation for adopting the new U.S. and international financial reporting standards for their 3,500-lease portfolio.

Thanks to Julie Losee’s efforts around this innovation, Ford can meet challenging new accounting standards, continuously close their books, and publish financial statements in a timely manner.

Manufacturing


IBM TRIRIGA®

Design a safe, flexible workplace, increase employee engagement and drive operational efficiency in your facilities.

Manufacturing

Sandra Corkern

Informing mission-critical real estate and facility decisions with AI

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Sandra Corkern

Associate Director, Real Estate Technology and Innovation, EY (Ernst & Young LLP), USA

LinkedIn

portrait of Sandra Corkern

EY, a global leader in assurance, tax, strategy and transactions and consulting, has implemented IBM TRIRIGA® across a wide-ranging portfolio of EY member firms’ facilities across the globe, managing the solution across multiple service lines and user groups. The solution enables EY to drive critical decision support for real estate and facility management worldwide, provide advanced automation, a comprehensive global deployment plan, and flexible configurations to support constantly evolving EY processes.

Sandra Corkern helped to bring this solution to fruition in 2009, which now extends to EY member firms in more than 90 countries. She is committed to transforming EY via pioneering use of technology and innovation. As a result of this collaboration between the EY Real Estate Technology and Innovation team and the Global Real Estate and Procurement team, EY has kept occupancy costs flat for 10+ years while doubling headcount and remaining recognized for 20 years in the Top 100 Best Companies to Work For.

Services


IBM TRIRIGA®

Design a safe, flexible workplace, increase employee engagement and drive operational efficiency in your facilities.

Services

Catharine Fennell

Delivering competency insights supporting hiring decisions

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Catharine Fennell

CEO, videoBIO, Canada

LinkedIn

portrait of Catharine Fennell

VideoBIO Recruiter offers a digital talent assessment platform for enterprises and universities, including a full suite of on-demand video application, screening and interviewing solutions. The software helps hiring teams deliver more efficient, fair and standardized talent evaluations using custom-trained machine algorithms and automated competency scoring with the help of IBM Watson Studio. The AI solution is also used in videoBIO’s resume-to-hire interview process, which helps recruiters make better, data-assisted talent decisions, and helps job seekers and students prepare for the digital interview.

Under Catharine Fennell's leadership, videoBIO’s development of innovative AI solutions has helped the company improve recruiter and candidate experiences, win several awards, and achieve significant growth.

Software


IBM Watson Studio

Build and scale trusted AI on an industry-leading modular, flexible and open platform.

Software

Curren Katz

Helping insurers and patients prepare for high-risk diseases

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Curren Katz

Director of Data Science R&D, Highmark Health, USA

LinkedIn

portrait of Curren Katz

Highmark Health’s businesses include one of America’s largest Blue Cross Blue Shield insurers, a growing regional hospital and physician network, and a broad range of healthcare companies across dentistry, reinsurance, health management, and health technology.

Highmark Health uses the sophisticated AI features of IBM Cloud Pak® for Data to provide its data scientists with an efficient way to collaborate, govern access to data sources, and deploy models that use medical insurance data to help care managers predict high-risk diseases. Director of Data Science R&D Curren Katz helped spearhead the initiative, which identified average cost savings of $48,000 per high-risk member.

Healthcare


IBM Cloud Pak® for Data

Accelerate your journey to AI with an open extensible data and AI platform that runs on any cloud.

Healthcare

Joan Francy

Providing medical professionals with reliable drug information

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Joan Francy

CEO, AdMed, USA

LinkedIn

portrait of Joan Francy

AdMed’s mission is to break down the walls of science and open it up to all. The company simplifies science for audiences ranging from healthcare professionals to pharmaceutical sales representatives to the general public. IBM Watson Assistant helps AdMed turn complex medical documents into simple conversations with its PI (prescribing information) Assistant.

Joan Francy, CEO and founder of AdMed, led the initiative, which reduces time spent on research by an estimated factor of five, increases productivity by a factor of three, and halves training times.

Healthcare


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

Healthcare

Lisa Sherman

Improving the effectiveness of advertising with AI

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Lisa Sherman

President and CEO, The Ad Council, USA

LinkedIn

portrait of Lisa Sherman

The Ad Council, a national nonprofit organization, partners with top advertisers and marketers to create campaigns that address pressing social issues. President and CEO Lisa Sherman partnered with IBM Watson Advertising to leverage their cutting-edge ad technology, IBM Watson Advertising Accelerator, to improve the effectiveness of the Love Has No Labels “Fight for Freedom” initiative, which promotes diversity and inclusion. Given the campaign’s success, the Ad Council is leveraging Accelerator for their “It’s Up To You” COVID-19 vaccine education initiative, which combats vaccine hesitancy.

Watson Advertising Accelerator rapidly and continuously learns which creative elements will resonate with each audience based on how consumers react and a multitude of other key signals such as DMA, device type, and time of day. The initiative showcases the power of AI to bring about positive change.

Nonprofit


IBM Watson Advertising Accelerator

Stop reacting and start predicting. Deliver personalized ads with dynamically generated creative elements.

Nonprofit

Pam Griffin

Building trust and loyalty with 1:1 conversations

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Pam Griffin

Associate Director, Cleaning Division, The Clorox Company, USA

LinkedIn

portrait of Pam Griffin

In order to remain relevant and useful to consumers during the Covid-19 pandemic, Clorox deployed IBM Watson Advertising Conversations, a first-of-its-kind advertising solution that leverages machine learning and natural language processing to enable brands to have 1:1 conversations with their consumers within an ad unit.

Faced with supply constraints in a time of heightened anxiety and coronavirus fatigue, Clorox sought to help meet the needs of consumers by providing resources and support in forms beyond product. Pam Griffin identified an opportunity to leverage an innovative technology that would enable Clorox to do just that, and simultaneously affirm Clorox’s reputation as a trusted brand. The campaign allowed Clorox to test a new format for engaging more directly with consumers and to identify actionable insights that can inform future messaging and communication strategies.

Manufacturing


IBM Watson Advertising Conversations

Deliver more engaging and memorable ad experiences through personalized AI conversations.

Manufacturing

Poonam Verma

Detecting cybersecurity threats in global financial markets

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Poonam Verma

Managing Director, Head of Security Engineering and Operations, The Depository Trust and Clearing Corporation, USA

portrait of Poonam Verma

The Depository Trust and Clearing Corporation (DTCC) provides post-trade infrastructure for global financial markets, standardizing and streamlining the processing and reporting of financial transactions. Poonam Verma, who oversees DTCC’s critical cybersecurity services function, implemented IBM services to help further advance the organization’s cyber detection capabilities.

DTCC is able to leverage the server’s machine learning and AI capabilities to help consolidate security events in one place, improving threat detection, accelerating investigation, and automating the security response, significantly reducing the time to detect and respond to incidents.


IBM QRadar Advisor with Watson

Gain complete cybersecurity threat coverage, prioritize alerts and speed up investigations using AI.

Regina Olivares

Helping people find housing and social services during the pandemic

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Regina Olivares

Principal Management Analyst, Clark County, USA

portrait of Regina Olivares

The shutdown of tourism, entertainment, and dining due to the COVID-19 pandemic had a devastating impact on the lives of the residents of Greater Las Vegas. Regina Olivares led the county’s collaboration with IBM to deploy an AI-enabled IBM Watson Health Citizen Engagement platform, designed to help make vital social services, including housing assistance, available to residents.

The services support Clark County's CARES Housing Assistance Program (CHAP) to allow citizens to register, apply, upload documents and receive funds set aside for emergency housing assistance. IBM Watson Assistant hosted on IBM Cloud provides residents with a dynamic AI virtual agent on the CHAP portal to ask questions and prescreen for the benefit program.

Government


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

IBM Watson Health Citizen Engagement

Transform the experience of engaging with government by providing personalized, citizen-centric digital services that connect people to services.

Government

Manoela Morais

Empowering independent farmers with essential crop forecasts

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Manoela Morais

CEO and Co-founder, Agrolly, Brazil

LinkedIn

portrait of Manoela Morais

Farmers in developing countries lack the tools and means to critical resources that would help them prepare and grow their crops efficiently. Manoela and her team created a solution, Agrolly, as part of Call for Code in 2020.

Built on IBM Watson Studio, the platform helps farmers plan crop production and minimize risks caused by extreme weather conditions. It provides tailored information by location, crop type, and stage of growth, with analysis of weather, water, soil, and automated crop-risk assessments. Based on these calculations, farmers can apply for financial assistance, and local financial institutions can leverage Agrolly to provide loans and credits.

Agriculture


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

IBM Watson Studio

Build and scale trusted AI on an industry-leading modular, flexible and open platform.

Agriculture

Asia-Pacific

Annie Shu

Helping teenagers land their first job with a friendly avatar

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Annie Shu

Manager of Strategy and Innovation, Westpac, Australia

LinkedIn

portrait of Annie Shu

For teenagers, finding their first job can be intimidating. That’s why Australian bank Westpac created “Wendy,” a friendly digital coach that answers spoken and written questions about job preparation. Wendy is sensing, learning and adapting using AI services like voice and computer vision recognition to create a real and personalized experience that moves beyond standard text-based help. Wendy can see and respond to users’ facial expressions, including smiles or concerns, all in real time.

Annie Shu knew that IBM Watson Natural Language Processing and Watson Natural Language Understanding could make Wendy engaging and relatable. She championed Wendy’s cause with bank executives to bring real value to the customer, and led the service design and innovation development teams. Her efforts caught the attention of the Australian Banking Awards for Innovation, where it was one of three finalists.

Banking


IBM Watson Natural Language Processing

Detect emerging trends, perform predictive analytics, and gain operational insights with constantly improving language models.

IBM Watson Natural Language Understanding

Extract metadata from text such as entities, keywords, categories, sentiment, emotion, relations, and syntax.

Banking

Melissa Dorey

Delivering AI-powered answers to 28,000 employees

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Melissa Dorey

Digital Experience Principal, Telstra, Australia

LinkedIn

portrait of Melissa Dorey

Melissa Dorey helped Telstra, Australia’s leading telecommunications and technology company, transform the way its 28,000 employees get answers to their HR-related questions through its new conversational AI solution, Darcy.

IBM Watson Assistant helps Darcy provide fast, consistent answers, using natural language understanding to recognize, automate and improve responses. The introduction of Darcy is part of Telstra’s digital HR transformation, and its human-centered design approach is changing the way Telstra provides fast and efficient access to the information their people need.

Telecommunications


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

IBM Watson Discovery

Find specific answers and trends from documents and websites using search powered by AI.

Telecommunications

Helen Tsai

Empowering independent farmers with essential crop forecasts

Read story   

Helen Tsai

Web Developer Lead and Co-founder, Agrolly, Taiwan

LinkedIn

portrait of Helen Tsai

Farmers in developing countries lack the tools and means to critical resources that would help them prepare and grow their crops efficiently. Helen and her team created a solution, Agrolly, as part of Call for Code in 2020.

Built on IBM Watson Studio, the platform helps farmers plan crop production and minimize risks caused by extreme weather conditions. It provides tailored information by location, crop type, and stage of growth, with analysis of weather, water, soil, and automated crop-risk assessments. Based on these calculations, farmers can apply for financial assistance, and local banks can leverage Agrolly to provide loans and credits.

Agriculture


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

IBM Watson Studio

Build and scale trusted AI on an industry-leading modular, flexible and open platform.

Agriculture

Annapurna Vishwanathan

Improving productivity and efficiency in a high-volume beverage factory

Read story   

Annapurna Vishwanathan

Former Head of Digital, HCCB India

LinkedIn

portrait of Annapurna Vishwanathan

In her former role as the head of digital initiatives for Hindustan Coca-Cola Beverages, Annapurna Vishwanathan produced some impressive outcomes for the company’s factory at Sanand in India. As a part of a pilot implementation, she helped HCCB set up end-to-end digitization of transactional systems, aiming for 100% IoT connectivity, with the help of IBM Watson IoT and IBM Maximo®. Transactional modules provided barcode-enabled management of assets, inventory, production, and quality, along with a safety permit system and asset health score system.

Root cause analysis of failures and stoppages was improved, improving production efficiency by 2%. The time staff spent recording logs was reduced by 10%. Enterprise visibility was also drastically improved: the time to consolidate KPIs (and produce 40 reports) was reduced from 24 hours to just one.

Food and beverage


IBM Watson IoT

Accelerate enterprise IoT insight with cognitive Watson APIs, visual dashboards, developer resources and industry-leading security.

IBM Maximo®

Intelligent asset management, monitoring, predictive maintenance and reliability in a single platform.

IBM Maximo® APM

Unify operational data into analytics-driven predictive maintenance models. Improve asset reliability and maintenance planning.

Food and beverage

Chimka Munkhbayar

Empowering independent farmers with essential crop forecasts

Read story   

Chimka Munkhbayar

Co-founder, Agrolly, Mongolia

LinkedIn

portrait of Chimka Munkhbayar

Farmers in developing countries lack the tools and means to critical resources that would help them prepare and grow their crops efficiently. Chimka and her team created a solution, Agrolly, as part of Call for Code in 2020.

Built on IBM Watson Studio, the platform helps farmers plan crop production and minimize risks caused by extreme weather conditions. It provides tailored information by location, crop type, and stage of growth, with analysis of weather, water, soil, and automated crop-risk assessments. Based on these calculations, farmers can apply for financial assistance, and local banks can leverage Agrolly to provide loans and credits.

Agriculture


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

IBM Watson Studio

Build and scale trusted AI on an industry-leading modular, flexible and open platform.

Agriculture

Tracey Hawes

Democratizing wine knowledge with a virtual sommelier

Read story   

Tracey Hawes

General Manager, Marketing and Trading, Fine Wine Delivery, New Zealand

LinkedIn

portrait of Tracey Hawes

New Zealand's Fine Wine Delivery has a simple but lofty goal: to democratize wine knowledge. They partnered with Spacetime, an IBM Business Partner, to develop a recommendation engine powered by IBM Watson Assistant and Watson Discovery. This “smart search” system uses natural language search to find wine, craft beers or spirits suited to customers’ personal tastes, without needing a sommelier's expertise. Other solutions include an “Expert Assist” touch screen in-store assistant experience, an avatar-guided online experience and a monthly subscription box containing wines selected by AI, all connected to the assistant.

Tracey Hawes worked closely with Spacetime to ideate and deliver the Watson solutions Fine Wine Delivery’s customers now enjoy. The company's website traffic increased 42% after launching the solutions.


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

IBM Watson Discovery

Find specific answers and trends from documents and websites using search powered by AI.

Amy Oding

Improving customer experience and enabling technology innovation

Read story   

Amy Oding

Operational Support and Automation Manager, Vodafone, New Zealand

LinkedIn

portrait of Amy Oding

Vodafone New Zealand is driving operational efficiencies and digital transformation. Amy Oding of Vodafone’s Network Platforms team partnered with IBM to develop predictive capabilities to enhance network performance and to grow Vodafone’s data science knowledge.

This included the development of an innovative AI-driven data analytics model that enables Vodafone to perform detailed traffic predictions that engineers were not previously able to do, given the high-volume, complex and dynamic cellular mobile network. The solution was built on IBM Watson Studio and IBM Decision Optimization and can be scaled to other network automation applications to improve the service reliability for Vodafone’s customers.

Telecommunications


IBM Watson Studio

Build and scale trusted AI on an industry-leading modular, flexible and open platform.

IBM Decision Optimization

Transform business decision-making with powerful optimization solutions driven by prescriptive analytics.

Telecommunications

Supaluck Umpujh

Delivering customer insights in a fast-changing retail sector

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Supaluck Umpujh

Chairwoman, The Mall Group, Thailand

portrait of Supaluck Umpujh

Supaluck Umpujh chairs one of Thailand’s largest retail chains, The Mall Group. Her efforts in adopting AI have helped the company better understand the complex behavior and changing purchasing habits of their extensive customer base.

Building on IBM Cloud Pak® for Data, The Mall Group leverages advanced analytics for marketing strategy planning, improving data analytics speed by a factor of 60. IBM AI lifecycle management tools, including machine learning, ensure reliable results across several of the company’s properties and platforms, including a real-time point redemption experience for their customers.


IBM Cloud Pak® for Data

Accelerate your journey to AI with an open extensible data and AI platform that runs on any cloud.

Siew Choo Soh

Scaling the adoption of AI in the region’s largest bank

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Siew Choo Soh

Managing Director, DBS, Singapore

LinkedIn

portrait of Siew Choo Soh

Siew Choo Soh was an honoree in 2019 for leading the buildout of DBS’ enterprise data platform, Advancing DBS with AI (or ADA, named after Ada Lovelace, the world’s first programmer). ADA is integrated, self-service and open-source based to enable the democratization of data, AI, and machine learning. The platform is helping transform ASEAN’s largest bank into a data-driven organization to better deliver joyful banking experiences to its customers.

Over the past two years, Siew Choo has continued to drive the enablement of the data teams across DBS. ADA has seen exponential growth in total user base and use cases for enabling hyper-personalization at scale, complementing the bank’s relationship managers with machine learning capabilities, proactive customer servicing, and fraud management.

Banking


Banking

Europe, Middle East and Africa

Rasha Ragab

Enhancing the customer service experience at Egypt’s largest telco

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Rasha Ragab

ITSM Manager, Telecom Egypt, Egypt

LinkedIn

portrait of Rasha Ragab

Telecom Egypt, the country’s primary operator of fixed, mobile and internet broadband lines, sees improving its customer experience as an essential and integral part of its mission.

Rasha Ragab has been pivotal in revolutionizing the way Telecom Egypt responds to customer issues at scale. She oversaw the implementation of an AI chatbot, powered by IBM Watson Assistant, that helps the company deliver exceptional customer service through first-time problem resolution and request fulfilment. The digital assistant serves more than 500,000 active monthly users through the company’s website. Integrations for the AI-driven conversational solution are also planned for Facebook and WhatsApp, to further enhance the service experience, increase customer satisfaction scores and reduce churn rates.

Telecommunications


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

IBM Cloud Pak® for Data

Accelerate your journey to AI with an open extensible data and AI platform that runs on any cloud.

Telecommunications

Jennifer Turner

Informing smarter due diligence for mergers and acquisitions

Read story   

Jennifer Turner

Senior Director, Digital Innovation, Strategy and Transactions, EY-Parthenon (Ernst & Young LLP), UK

LinkedIn

portrait of Jennifer Turner

EY, a global leader in assurance, tax, strategy and transactions and consulting, is transforming the mergers and acquisitions (M&A) due diligence process with EY Diligence Edge, an AI platform hosted on IBM Cloud and supported by IBM Watson Discovery. Surfacing insights centered around diligence topics, rather than in a traditional file structure, EY Diligence Edge ingests thousands of data room documents that outline finance, tax, operations and IT information. This helps transaction professionals identify and leverage valuable insights throughout the transaction’s life cycle, make better informed decisions on deal value opportunities, and gain an advantage in competitive deal processes. The platform also provides an outside-in view of a target company and its competitors by consolidating and analyzing at speed a range of external information, including news, financial and social media data. As a result, transaction professionals can spend less time searching for insights and more time analyzing their findings through the transaction’s lens.

Jennifer Turner led the “smart data room” component of this transformative solution, guiding the team on the design of a custom NLP model trained on EY proprietary M&A insights, and creating prototypes to show how particular AI capabilities could enhance the virtual data room experience.

Services


IBM Watson Discovery

Find specific answers and trends from documents and websites using search powered by AI.

IBM Watson Knowledge Studio

Teach IBM Watson® the language of your domain by identifying entities and relationships in unstructured text.

Services

Fella Benaziza

Making expense reporting easy for employees while saving time in HR

Read story   

Fella Benaziza

UX Designer Consultant, Capgemini, France

LinkedIn

portrait of Fella Benaziza

Capgemini France’s managers had a problem. Their assistants were wasting hours answering employee questions about internal administrative tools and chasing down employees who were late reporting expense reimbursements and vacation planning. The company used IBM Watson Assistant and IBM Watson Knowledge Studio to create a conversational AI solution to assist the newly hired with the Capgemini ecosystem, automate the submission of administrative tasks, and encourage employees to respect due dates in their reporting.

The solution, designed by Fella Benaziza in partnership with IBM, frees up time for managers, their assistants and HR, with an estimated savings of 2M€ per year. It also offers benefits at the employee level, assisting with onboarding, internal branding and talent retention.

Services


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

IBM Watson Knowledge Studio

Teach IBM Watson® the language of your domain by identifying entities and relationships in unstructured text.

IBM Cloud®

Enable business agility and resiliency. Get started with a free tier, or start building now with a pay-as-you-go account.

Services

Elisabetta Burei

Automating customer service while retaining complex legacy systems

Read story   

Elisabetta Burei

Senior Manager Demand&Project, CheBanca! S.p.A, Italy

LinkedIn

portrait of Elisabetta Burei

Italian bank CheBanca! wanted to improve customer service and expand its service operating hours while optimizing the use of its support staff. Using IBM Watson Assistant, CheBanca! implemented “Edo,” a cognitive virtual assistant that uses more than 50 APIs to integrate with the bank’s legacy systems. Edo is available to chat with customers 24 hours a day, seven days a week on all self-banking channels, and leads customers to personalized information with virtually no waiting time.

Elisabetta Burei led the effort to manage the project, which enabled the bank to resolve 60% of their customer requests without human intervention, reducing human customer service interactions by more than 30%.

Banking


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

Banking

Donatella Sciuto

Helping 45,000 students have a better experience on campus

Read story   

Donatella Sciuto

Professor of Computer Engineering and Executive Vice Rector, Politecnico di Milano, Italy

LinkedIn

portrait of Donatella Sciuto

The Politecnico di Milano is the largest technical university in Italy, with more than 45,000 students. Professor and executive vice rector Donatella Sciuto led the “Concierge” project to help students navigate through the large amount of information available. Students use a simple entry point, available 24/7: a virtual assistant built with IBM consultants, using IBM Watson Assistant and IBM Watson Studio.

The virtual assistant provides students answers to questions phrased in natural language—about classes, tuition, campus services and events—and has delivered more than 300,000 answers to date.


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

IBM Watson Discovery

Find specific answers and trends from documents and websites using search powered by AI.

IBM Watson Studio

Build and scale trusted AI on an industry-leading modular, flexible and open platform.

Ekaterina Ostankova

Meeting the challenge of a threefold surge in customer service calls

Read story   

Ekaterina Ostankova

Product Manager, Virtual Assistant Lab, Lloyds Banking Group, UK

portrait of Ekaterina Ostankova

Three years ago, Lloyds Banking Group, the UK’s largest retail bank, had a vision for creating a conversational bank, and introduced a proof-of-concept to test messaging functionality within a mobile app. Fast forward to 2021: the bank now has multiple virtual assistants, most prominently a retail mobile banking app where more than 10 million mobile customers can communicate with the bank at a time that suits them.

Implemented with the help of IBM Watson Assistant, the technology became a key communication channel in 2020, as conversation volumes surged due to COVID-19 uncertainty. Ekaterina Ostankova’s role has been pivotal. She and her teams helped design and define a solution that enables customers to get support quickly. She drives adoption of conversational AI to unlock new opportunities for the bank and seeks to support customers by resolving ever more complex queries through messaging and web channels.


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

Anette Böhm

Delivering personalized learning to help employees keep skills current

Read story   

Anette Böhm

General Manager, Corporate HR, KBC Group, Belgium

LinkedIn

portrait of Anette Böhm

As traditional banks are challenged by new digital entrants, KBC, a multi-channel banking and insurance organization, needed to become more agile and efficient with its workforce so its more than 16,000 employees could quickly learn new skills.

Anette Böhm initiated the development of a digital talent platform for HR, using IBM Watson Assistant on IBM Cloud®. Built using AI and microservices, the platform provides employees with personalized learning modules that are continuously updated based on new skill requirements and recent evolutions in the market. To date the platform has hosted over 14,000 unique visitors and nearly 80,000 completed learning activities.

Financial services


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

IBM Cloud®

Enable business agility and resiliency. Get started with a free tier, or start building now with a pay-as-you-go account.

IBM Talent management services

Inspire your workforce with innovative technologies and a people-centric approach to talent management.

Financial services

Hagit Tzafrir

Speeding claim resolution and eliminating manual tasks

Read story   

Hagit Tzafrir

SVP Healthcare Division, Harel Insurance & Finance, Israel

LinkedIn

portrait of Hagit Tzafrir

Harel Insurance & Finance, the largest insurance group in Israel, targeted several key processes in health insurance that could be fully or partially automated using AI. They partnered with IBM to develop a unique healthcare bot using IBM Watson Assistant. The assistant provides healthcare, policy, and coverage information, billing amounts and balances, and the status of submissions and claims, with more services in the pipeline. Customers, agents, and enterprise partners all use the system.

Hagit Tzafrir led the business objectives and design of the project, which has increased customer satisfaction and reduced workloads in operational and service units.

Insurance


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

Insurance

Alu Rodríguez

Serving 8,000 hotel guests daily in seven languages

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Alu Rodríguez

SVP Business Transformation, NH Hotel Group, Spain

LinkedIn

portrait of Alu Rodríguez

Alu Rodriguez, SVP of business transformation for NH Hotel Group, a leading multinational operator of urban hotels, understood the possibilities of AI for her organization and its clients. The company carries innovation in its DNA, and is always looking for ways to improve the client experience and to minimize time on tasks that add little value.

After teaching IBM Watson the language of its business with Watson Knowledge Studio, the company implemented a virtual agent for email in their contact center. As a result, client response time was reduced by up to four hours, improving satisfaction, and eight FTE agents were relocated to high-value tasks, improving efficiency. The company is now building a voice-activated solution using Watson Assistant.

Hospitality


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

IBM Watson Knowledge Studio

Teach IBM Watson® the language of your domain by identifying entities and relationships in unstructured text.

Hospitality

Gema T. Pérez Ramón

Helping citizens find crucial tax information during the pandemic

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Gema T. Pérez Ramón

Director, Taxation Office, Madrid Municipality, Spain

LinkedIn

portrait of Gema T. Pérez Ramón

Madrid City Hall tax administration agency, the Agencia Tributaria del Ayuntamiento de Madrid (ATM), is leveraging IBM Watson® to transform the revenue and tax agency’s processes in light of the COVID-19 pandemic. Watson Discovery and Watson Natural Language Understanding helped the agency interpret data and extract key insights. Watson Assistant gives citizens and employees the information they need about how the pandemic affects their taxes.

Head of ATM Gema T. Pérez Ramón led the project, creating a new communication and interaction channel with Madrid citizens which has resulted in improved satisfaction, efficiency, communication, and response time. The assistant has become a reference for many other tax agencies building similar initiatives in Spain and EMEA-region countries.

Government


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

IBM Watson Discovery

Find specific answers and trends from documents and websites using search powered by AI.

IBM Watson Natural Language Understanding

Extract metadata from text such as entities, keywords, categories, sentiment, emotion, relations, and syntax.

IBM Watson Studio

Build and scale trusted AI on an industry-leading modular, flexible and open platform.

Government

Jeanette Fürst

Automating labor-intensive solutions to common IT problems

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Jeanette Fürst

Director of Sales, OpenAdvice IT Services, Germany

LinkedIn

portrait of Jeanette Fürst

The German IT service consultancy OpenAdvice uses IBM Watson AIOps Event Manager to provide its end users—including operations managers, service managers, and C-suite executives—with a single pane of glass into the status of their services and dependencies.

Director of Sales Jeanette Fürst developed a service modelling and correlation system to create automated visualizations for a service-related overview, and runbooks that automate labor-intensive solutions to common problems. The runbooks can also be triggered manually. Without these AI-driven solutions, operations of this kind would not be possible or affordable to many of the company’s large telco and enterprise clients.

Information technology


IBM Cloud Pak for Watson AIOps

Discover how to start your AIOps journey and transform your IT operations with IBM Cloud Pak for Watson AIOps.

Information technology

Japan

Kaori Matsue

Implementing an AI-driven solution for quality assurance

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Kaori Matsue

Senior Director, General Manager of Responsible Care and Quality Assurance Division, Mitsui Chemicals, Japan

LinkedIn

portrait of Kaori Matsue

Kaori Matsue, director of the responsible care and QA division of Mitsui Chemicals, led the development of an AI-driven solution to improve the efficiency of chemical substances information management. The solution, leveraging IBM Watson Discovery, provides a dictionary of chemical substances that includes complex and varied synonymous words, and supports internal and external data searches. With the help of IBM Watson Language Translator, the chemical substance regulations of multiple countries can be interpreted.

The solution helped reduce regulatory violations across their group and increased the level of service to customers. Productivity in chemical substances information management has dramatically improved. The initiative will solve a challenge common to many chemical companies, providing business value to the entire chemical industry.

Chemicals


IBM Watson Discovery

Find specific answers and trends from documents and websites using search powered by AI.

IBM Watson Language Translator

Dynamically translate news, patents, or conversational documents. Customize translations based on your organization’s terminology.

Chemicals

Mio Sugihara

Automating delivery of 50,000 specialized price quotes every day

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Mio Sugihara

Assistant Manager, System Management Section, TRUSCO Nakayama, Japan

portrait of Mio Sugihara

TRUSCO Nakayama, a specialist wholesaler of professional machine tools, delivers more than 50,000 quote requests per day for 450,000 inventory items. To improve the customer experience, Mio Sugihara worked with IBM to infuse the quoting process with AI capabilities.

The company uses IBM Watson Natural Language Classifier to understand the industry-specific text data related to the company’s range of highly specialized equipment. Drawing on these insights, their implementation then automatically replies to customer requests with accurate quotes, reducing response times and FTE workloads.

Wholesale


IBM Watson Natural Language Classifier

Quickly train custom machine learning models to analyze and label your textual data.

Wholesale

Airei Soh

Delivering smarter answers to air travelers while optimizing resources

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Airei Soh

Assistant Manager, Marketing Strategy System & Solution Planning, All Nippon Airways, Japan

portrait of Airei Soh

When Japan's All Nippon Airways (ANA), the nation’s largest airline, needed a contact center solution to handle more than 20,000 calls per day, they turned to IBM for an AI-driven solution.

ANA implemented a response system for operators which automatically shows the answer to the customer’s question on the operator’s screen, with the help of IBM Watson Speech to Text and IBM Watson Discovery. Airei Soh led the project, overseeing the organization of input data and training Watson to identify patterns, trends, and insights.


IBM Watson Discovery

Find specific answers and trends from documents and websites using search powered by AI.

IBM Watson Speech to Text

Enhance your customer experience with AI-powered speech recognition and transcription.

Satoko Maeda

Attracting new residents by making local insights accessible

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Satoko Maeda

Senior Managerial Staff, Hiroshima Prefectural Government, Japan

portrait of Satoko Maeda

Hiroshima wanted to attract more citizens, but they did not have the digital infrastructure in place to serve a larger population. By building an AI solution with IBM Watson Assistant, the prefecture was able to create a system that provides automated consultations to 700 users a day. IBM Watson® Discovery extracts key insights from the prefecture’s text database. More than 20,000 potential residents considering moving to the area have now used the system.

Satoko Maeda led the project team and designed the workflow of the digital assistant. Her passion, expertise, and long experience of helping migrants led the project to success.


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

IBM Watson Discovery

Find specific answers and trends from documents and websites using search powered by AI.

IBM Watson Natural Language Understanding

Extract metadata from text such as entities, keywords, categories, sentiment, emotion, relations, and syntax.

IBM Watson Studio

Build and scale trusted AI on an industry-leading modular, flexible and open platform.

Mari Sasaki

Streamlining farming activities and shortening the harvest period while using fewer pesticides

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Mari Sasaki

Data Construction and Media Product Director, Kakuichi, Japan

portrait of Mari Sasaki

Kakuichi is a manufacturer of agricultural equipment. Data construction and media product director Mari Sasaki helped the company develop an AI-driven app for farmers that allowed them to analyze their crops using new technology. Built on IBM Watson Studio, the AI models infused in the app can be retrained on IBM Watson® Machine Learning based on actual results, to improve AI recommendations.

The AI app helped Kakuichi see $3M in revenue growth. More importantly, as a result of implementing AI, farmers are able to streamline their farming activities, shorten their harvest period, use fewer pesticides and grow crops with higher sugar content.

Manufacturing


IBM Watson Discovery

Find specific answers and trends from documents and websites using search powered by AI.

IBM Watson Studio

Build and scale trusted AI on an industry-leading modular, flexible and open platform.

IBM Watson® Machine Learning

Run machine-learning models anywhere, across any cloud. Bring your open source AI projects into production.

Manufacturing

Manami Endo

Using natural language to help customers find specialized tools

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Manami Endo

IT Planning Section, Information System Department, TRUSCO Nakayama, Japan

portrait of Manami Endo

TRUSCO Nakayama, a specialist wholesaler of professional machine tools, is leveraging IBM Watson Assistant and Watson Explorer to allow customers and employees to search for products by interacting with a virtual assistant.

Manami Endo of the IT planning department led the team in the project, which interprets users’ natural language and instantly extracts suitable products from a huge amount of product information. This solution has increased employee efficiency, as well as customer satisfaction and loyalty.

Wholesale


IBM Watson Assistant

Increase customer satisfaction with the AI assistant that solves customer problems on any platform or device.

IBM Watson Discovery

Find specific answers and trends from documents and websites using search powered by AI.

Wholesale