Customer response in seconds - not minutes

Go to [[Watson AI is changing how business is done]] or [[Ideas for Newsrooms (LIST)]].

Also see the [[Master of Philosophy - Main Page]]

Company: Bradesco

Industry: Banking

Cultural considerations with AI

It’s not enough just to #translate a #language when it comes to #internationalisation.

From IBM:

“It’s more than just learning the language,” said IBM Managing Director Katia Vaskys. “You also need to understand Brazil’s culture, and the regional accents, and the way each region asks a question.”

How Watson learned, in five steps:

1. Watson was trained.

In Portuguese and in banking by a dedicated team with 10,000 customer questions.

2. Watson was tested.

In a limited number of branches until the bank was satisfied with the responses.

3. Watson was launched.

And made available to the employees of all 5,200 branches nationwide.

4. Watson got results.

And as employees began to trust Watson, response times were reduced from 10 minutes to a few seconds.

5. Watson keeps learning.

And improving, thanks to feedback on over 10 million interactions.

Training times and requirements

From IBM:

“Yes, Watson can learn,” said one IBMer, “but it needs people to teach people who are committed and patient.” Because of this team effort, Watson could understand 100% of written questions and 83% of spoken ones after just 5 months of training. And after 10 months, the system was answering 96% of all questions correctly.

Business Impact

From IBM:

Now Watson is trained on 62 products and answers 283,000 questions a month with a 95% accuracy rate, with just 5% requiring calls for further assistance. In some cases, response times have been reduced from 10 minutes to just seconds. “It’s a real wow factor,” exclaimed one manager.