5th Day of Automation: Using AI for Smart Customer Service 🎄

It’s the 5th day of Automation! See Day 3 and Day 4.

People are beginning to explore Artificial Intelligence (AI) and how it can help businesses – a trend sure to continue in 2017. With its “free to experiment with” services, IBM Watson has made an important step forward to finally deliver on the dream of Artificial Intelligence. Business applications rely on relational databases which are optimized for structured data, not for analyzing unstructured data such as text. However, with IBM Watson, analyzing unstructured text for sentiment and classification is now as easy as calling a REST service. We’re closer than ever before to make our business applications smart and bring artificial intelligence to our business processes. We can already see the benefits of AI for a field like customer service. By having IBM Watson analyze the sentiment of a Customer Service Request, we can give faster, better and more intuitive customer service without needing a larger workforce.

The Future of Work – Team Sourcing Customer Service Answers

The “double whammy” of combining Slack with AI

Having a new “Office OS” with Slack and accessible AI are super powerful trends of their own. But what if you combine them together? Workato, Advantage Integrated, and LinkedIn explored this question and you can watch the journey in this video. The result was AI driven, intuitive customer service – a.k.a. a really cool integration between the ServiceNow Helsinki release, Slack and IBM Watson that allowed you to crowdsource smart customer support.

How intelligent team sourcing works

Crowdsourcing (or team sourcing) smart customer support works like this: first, IBM Watson’s artificial intelligence analyzes the support question submitted in ServiceNow for sentiment and classifies it. Should it be prioritized because the customer is frustrated or demonstrates a sense of urgency? The classification chosen by Watson is used to select the best possible experts from a large pool of employees stored in ServiceNow. Then, an ad-hoc Slack channel is created and populated with these suitable experts. Their collaborative response is automatically brought back to ServiceNow.

The result: available employee experts are included intelligently and power a much more responsive, high quality and lower cost support.

Pretty cool! Want to implement this scenario to your business? Here’s the recipe:

 

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