9. Understand
Like humans do
Reason
to extract ideas
Learn
From past results
cog·ni·tive
/ˈkäɡnədiv/
Interact
In a natural way
9Watson Customer Engagement
10. 10
Humans
excel at
AI Systems
excel at
DILEMMAS
COMPASSION
DREAMING
ABSTRACTION
IMAGINATION
MORAL JUDGEMENT
GENERALIZATION
COMMON SENSE (with many biases)
ELIMINATING BIASES
LOCATING INFORMAITON
FINDING PATTERNS
AUTOMATING SIMPLE TASKS
NATURAL LANGUAGE PROCESSING AT SCALE
PROVIDING ENDLESS CAPACITY
11. 11
Facebook
engage
Points sale
Mobile web Call centre
booking
Pre-
departure
SMS
Airport Free WIFi in
lounge
Next offer Refine/
Optimise
segment
Repeat
to increase
frequency
/loyalty
24. 24
With AI, you can create
target audiences with
insights to understand and
anticipate customer
behaviors through
recommendations based on
key predictors – and then
connect seamlessly to
campaigns.
27. 27
Using AI, you can
understand the most
important patterns of
customer interactions
across channels that lead to
your most important
business outcomes.
31. 31
With AI, you can identify and
resolve customer experience
challenges within minutes and
take quick action to improve
conversion and have an ROI that
pays back investment in 4
months.
32. With AI, you can:
Have an ROI that pays back
investment in 4 months.
Take quick action to improve
conversion, and
Identify and resolve customer
experience challenges within
minutes,
1
2
3
35. “Watson, show me results
from my top-performing
campaigns…”
“Watson, analyze the tone of
these 3 emails subject line and
recommend the email with high
possibility of success.”
35
“Watson, what customer segments
respond better to content A?”
“Watson, Execute the Campaign
on Email, SMS and Push using
customer specific channel
preferences”
“Watson, Execute the Campaign
on Email, SMS and Push using
“Watson, give me a list of
500,000 customers that have
high propensity for a credit card”
“Watson, show me
results from my top-
performing
campaigns…”
“Watson, analyze the
tone of these 3 emails
subject line and
recommend the email
with high possibility of
success.”
45. Aim to
know Jack
(or
Jacqueline)
just a little
bit better!
Text or image
“Great things are done
when a series of small
things are brought
together”
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46. Aim to
know Jack
(or
Jacqueline)
just a little
bit better!
Text or image
“Great things are done
when a series of small
things are brought
together”
Vincent Van Gogh
Text goes here lorem ipsum
dolor sit amet, consectetur
adipiscing elit.