Watson Assistant L2

A client wants to deploy Watson Assistant on CP4D. How many licenses do they need to get?

A Watson Assistant cartridge plus CP4D plus OpenShift are part of a single license

What is a cognitive agent?

A type of advanced AI-powered assistant powered by DL. Includes the ability to learn from convos between people, execute actions, and improve themselves over time. In addition, they can observe people's reactions using a webcam, recognize sentiment, and adjust behavior accordingly.

A client recently suffered a number of bad Customer Care reviews on Yelp! CEO implements a new call center technology to ensure phone conversations are as clear as possible. What is the problem with this approach?

Customer Care is nor solved by addressing 1 point of interaction but rather by improving every interaction point a customer has within an orgIndust

A client's CIO discovers Watson Assistant is part of their licensed catalog as a result of an Enterprise License Agreement (ELA). They are not sure where to start but are interested. What 3 patterns are the best places to start?

Customer Self Service, Agent Assist, Contact Center Insights

A client's main priority is delivering outstanding customer care. What are the key offerings you will build your presentation around?

Customer Service, Agent Assist, Contact Center Insights

Industry term to describe a situation where an assistant is able to answer a customer's questions WO/ transferring the call to a live agent?

Deflection

CEO is very security conscious. They say they excluded Amazon from their virtual assistant deal because they feel Amazon is their competitor. What is your next move?

Focus on the fact that IBM protects clients' data and insight: Google uses client's data to improve their AI models. In July 2019, Google admitted to a breach that allowed humans to access data.

While attempting to pay you internet bill online, you are asked multiple times for your account number, phone number, and DOB. What are these all examples of?

Friction. When friction is introduced into the customer journey, it can cause significant customer satisfaction issues. 91% customers will not return to business after a bad customer satisfaction issue.

As you prospect Watson Assistant opportunities, what are 2 key questions to ask potential clients?

How have the trends of 2020 and 2021 changed the behavior of your clients? Do you feel like you provide the right amount of digital support for you clients?

As clients emerge from the pandemic, and customers go on a buying spree, what characteristics does IBM feel successful companies will have?

IBM believes companies that do a better job of collecting, cleaning, and analyzing data and using it as fuel for AI will outperform those that do not.

"Google Speech performs better" How do you respond?

IBM's Speech recognition capabilities have been proven to be better/on-par with Google. Additionally, IBM focuses on letting users customize their speech model to their use case in order to extract more insight from the spoken language. You offer to demo IBM's speech capabilities to the client.

The ability to load up historical chat discussions to quickly determine meaningful insights to be used for future interactions is an example of what capability in Watson Assistant?

Intent Recommendation

What is MAU?

MAU stands for Monthly Active User MAU is defined as any user who has a meaningful interaction with Watson Assistant in a month. Meaningful interactions are defined as any interaction where the user provides an input and Watson Assistant

You're prepping for an upcoming proof of concept (POC) on Watson Assistant. When deciding on the strat for Watson Assistant Voice Interaction (WAVI) what is the best approach to take?

Real value with WAVI is to train it on a customer's business domain. General speech models don't handle domain-specific content, like product names, business names, or other specific words

What Customer Care era is characterized by a business having their data and insights primed for engagement?

Relationship Era

You are battling Microsoft in a virtual assistant opportunity. What 3 themes will you focus on in your presentation to the client?

Simplified AI tool: Microsoft customers need to understand how to user a multitude of services through writing code Multi-channel approach and voice: Watson Assistant tech helps a client's users through both digital and voice channels Better AI features: Watson Assistant offers advanced AI capabilities to build enterprise level assistants

For the Market Landscape portion of your pitch, what trends for Watson Assistant do you want to focus on?

The COVID-related pandemic has accelerated the need for orgs to address digital transformation. IBM is seeing an increased focus on the need to support user journeys through digital channels. Employees need more support than ever when working remote.

Client is resistant to investing in virtual assistants. Ensure client understands that...

The avg cost of a live agent call is $3-4...if handled with a virtual assistant, it's about 0.25 cents/call and you can have those employees focus on higher value customer interactions than basic rote answers.

A client asks you what is meant by NLP. You respond by...

Use of algorithms to extract data, parse it, and determine the properties of natural, human language in both spoken language or written text

What personas should you be focused on telling the Watson Assistant storyline to?

VP Customer Service, Chief Digital Officer, and CTO

You work with a client who is looking to improve the ability for their call center agents to have meaningful info about a customer and their questions while they have them engaged. What IBM tech do you plan to lead with for this opportunity?

Watson Agent Assist transforms the agent experience with natural language queries, complex search, and instant results.

A client says, "We like your stuff, but to be honest, we don't use the IBM Public Cloud, so Watson Assistant is not going to work for us." How do you respond?

Watson Assistant (and all IBM containerized software) can go where the data lives. Watson Assistant can be deployed anywhere; on prems, on IBM's Public Cloud, another cloud vendor, private cloud, you name it!

Retail client has seen a significant shift in online sales due to the pandemic. Believing this will be a lasting trend, they want to partner with IBM to deliver outstanding customer care. What 2 products do you tell them are essential to meet their goals?

Watson Assistant and Watson Discovery

CEO indicates next year, the org will be changing their go-to-market model and has requested no decisions relating to the Watson Assistant opportunity is made until the new model is in place. How do you respond?

Watson Assistant is an omni-channel virtual agent that can assist in any voice/digital platform, as well as adapt to their changing channels/services. In addition, clients can take advantage of the IBM Ai Journey workshop as an important tool to select the optimal use case to prove business value.

What are webhooks?

Webhooks pull external data into your virtual assistant(ex: account info) and can invoke actions in other systems (ex: opening a support ticket)