IBM Watson Discovery

This high-quality Artificial Intelligence Platform maintains consistency in the monitoring of all data while having an optimal automation system for internal processes, making this software ideal for any organization that remains in constant dealing with customers, that is, its ability to reduce the work done by customer service representatives is unbeatable, which makes all responses and content clearer and resolution easy and fast.

This platform has allowed us to have a constant analysis and tracking of all our data. It has an automation system for better internal processes. IBM Watson Discovery has the capabilities to take your business on a better path, with its various management features, to make the best decisions for your organization. Resolving customer cases is easier with this tool; all are resolved within a time limit. Document selection system according to importance.

We use Watson for several things:<br><ol><li>Content Analysis</li><li>Personalization</li><li>Knowledge Management</li></ol>The scope ranges from analyzing educational content to providing personalized recommendations and improving knowledge management.

In the technical area, it took us about six months to train a new analyst in the systems developed by the company so that after this training period, he/she would be able to provide assistance to customers autonomously; even so, the support and monitoring of a full analyst is necessary. As doubts about features, parameterization, and even error correction are frequent, they need to resort to the support of another analyst or even escalate the level of service. As we have a library of documents and manuals on the use of the systems, as well as technical documentation, we were able to create a chatbot with Watson Assistant and integrate it with the Watson Discovery service to include in the answers sent to technicians, the documentation associated with the item it was researching, this ensured that we maintained a standard of knowledge in the company, reduced the need for support from a full or senior analyst in the assistance of the junior analyst, and disseminated all the new features and procedures of our systems in a centralized and accessible way.

We have been using IBM Watson Discovery over the past two years. The solution we are developing uses IBM Watson Discovery for ingesting multiple documents and then querying these documents to extract the relevant content. The way we designed the solution has each paragraph representing an IBM Watson Discovery document because we wanted to return the relevant paragraph when queried and not the entire PDF.

My business segment uses it to surface client and prospect insights. It helps us efficiently know where we need to focus our attention on a daily and weekly basis.

After integrating the new IBM Watson Discovery into our Salesforce platform, employees across our entire organization have been able to utilize insights - powered by AI - to make smart, informed decisions when developing digital marketing strategies and implementing them both internally and externally for our clients. Our customer service team, specifically, uses the IBM Watson Discovery to quickly and easily resolve complicated cases for clients.