PowerPoint Presentation

IBM WATSON 1.)A brief outline of where the case study comes from including- Kalish i. Industry, Ii. Business function, iii. Geography 2. Discuss the factors and response activities that organizations take based on the case 2 study? Reenah 3. Discuss the benefit of the response in term of positive impact on: - Reenah i. Productivity, ii. time to market, iii. Quality 4. Discuss any related problem their facing in term of the data analytic and data warehousing?-Kirsha 5. Based on the case study, What is the future data warehousing that have been proposed? Please include example figure of the future data warehousing-Shobaa 6. In your opinion, what problems can business intelligence and analytics solutions do for the industry? And what problems can’t it solve?-1 Kalish.

[Audio] Good evening, everybody. We are from group 1. We would like to present a case study about IBM Watson..

[Audio] The definition of IBM is International Business Machines Corporation which is an American multinational technology corporation who specialises in computer hardware. Watson is a question-answering computer system capable of answering questions posed in natural language. IBM developed Watson that features designed to help businesses more quickly set up a voice agent with IntelePeer and enable more seamless hand-offs to live agents. The industry that IBM Watson covers is all the customer service sectors in businesses. For an example, if we have any problems we would always call the customer service department to clarify and resolve the problem. The business function for IBM Watson, is they would like to implement AI in this sectors to replace humans in these departments to help people and create enhanced customer service experiences across any communication channel. The first implementation was at Rhode Island. For example, when new COVID- 19 cases began to surge last year, the State of Rhode Island realised fielding hundreds of thousands of calls from concerned residents was unsustainable. The State needed to improve its engagement with residents with more efficient processes and timely updates to rapidly changing COVID information. So IBM watson played a major key role in the state to get datas in a faster rate..

[Audio] IBM noticed the rise and popularity of Natural Language Processing (NLP) and Artificial Intelligence ( AI) and decided jump on the automation bandwagon since they would not want to miss out on such a revolutionary trend. IBM responded by incorporating NLP and AI in their Watson Assistant. For this, they collaborated with IntelePeer by integrating Atmosphere Communications PaaS with IBM's Watson Assistant. When it comes to the state of Rhode Island, they were abruptly flooded with calls due to the Covid-19 Pandemic. What made it worse, was that they were also understaffed and employed old technology in their customer call centres. However, Rhode Island was also quick in responding to the crisis by engaging with IBM's Watson Assistant where they launched a virtual assistant called RHODA to handle queries on Covid- 19 and to assist with appointment scheduling. The new agent app, also allowed for seamless transfer of calls from the Virtual Agent to the customer service representative in cases where further assistance is required..

[Audio] The responses from IBM Watson and Rhode Island are surely to leave some positive impacts. In terms of productivity, the virtual assistant can significantly reduce the workload of human capital, where simple queries can be answered by the virtual assistant without the help of a customer service representative. This feature, also allows the state a larger capacity to handle more calls in a give time period. On top of that, with the new agent app, callers can be seamlessly connected to the customer service representatives from the virtual agent, without having to re-explain their reason for calling all over again. With regards to time to market, IBM's Watson Assistant can be integrated very easily with existing call centre software which means Rhode Island's transition to using IBM Watson will be a smooth one. For the Rhode Island itself, they are able to deliver current and accurate information on the covid-19 pandemic. The reponses not only gave way to a more holistic product for IBM, but also enhanced the quality of services provided by the State of Rhode Island. They are now able to have short and effective calls where callers can easily obtain information on Covid- 19 and schedule their vaccine appointments. With the technology deployed, more accurate and real-time information can be delivered to callers..

[Audio] Before adopting the IBM Watson Assistant, the state of Rhode Island faced a few problems that were related to data analytics and data warehousing. First of all, when the new COVID cases began in 2020, they received a massive influx of calls into the system. The call center was unable to analyze and process the volume of information received and was overwhelmed. Secondly, the outdated system. To scale and shrink with our public health response, we need a well-equipped call center, a robust data system, and analytics tools. Before implementing IBM Watson, everything was done by traditional methods. The third issue is a lack of professionals in their call center. As compared to the vast volume of data created, there is a severe shortage of trained professionals. As a result of this circumstance, they are forced to hire unskilled employees from different parts of the organization who are unable to analyze data. Next is slow and poor performance. When an organization lacks a proper warehouse to store, process, and analyze a large amount of data, it can have a negative impact on its performance. By looking at historical information, they would be able to analyze and respond to the most frequently asked questions by residents. Employees were overwhelmed and unable to keep residents informed of quickly changing COVID information..

Based on the case study, What is the future data warehousing that have been proposed? Please include example figure of the future datawarehousing.

In your opinion, what problems can business intelligence and analytics do for the industry ? and what problems can’t it solve ?.