containment rate using Watson Chatbot
cases assisted by CSP per year (projected for 2019)
users onboarded by 2020
“As we evolve into the cognitive era, Bluewolf has been a great partner to deploy Service Cloud.”
IBM's contact center is a global network of thousands of agents using different systems to support thousands of products. As one of the world’s largest and most complex service organizations in the world, IBM’s global customer support network needs systems that can scale to provide the omnichannel, 24/7, personalized customer experience that customers demand.
With Bluewolf’s help, IBM was up and running to embark on one of the largest Service Cloud transformations in Salesforce history, in just four months. Integrating Salesforce Service Cloud with IBM Watson Services, IBM deployed nearly 7,000 Salesforce Service Cloud licenses across its global support team by the end of 2017. When complete in 2020, one-third of IBM’s backend service systems will be retired, and more than 25,000 users worldwide will be supported by this new system to field thousands of daily service requests.
By December 2018, 13,000 users have been on-boarded in just over 18 months and IBM has replaced multiple systems, including a legacy ticket management system.
With a single view of the customer across all channels, IBM's tens of thousands of customer support agents can now solve customer problems faster than ever before, while Watson is able to help reduce call volume and surface answers to complex questions for customers and live agents.
Watson cognitive routing and case prioritization capabilities assist an estimated 2 million cases a year, with case prioritization saving each agent up to 45 minutes a day. Watson chatbots handled 52% of conversations without handoff to live agents or direct case creating, allowing IBM to save millions of dollars while providing a more personalized customer support experience with proactive and predictive customer support.