In October 2020, AWiB hosted its first digital event, together with our partner IBM and the IBM Women Leadership Council. The topic for the evening concerned digital opportunities and the landscape of AI and automation. We had a great time gaining insights as well as first-hand having the the opportunity to try out automation in practice.
Mervi Airaksinen, General Manager at IBM Finland, opened up the evening with an inspiring overview of her perspective on both IBM as a company and IT as an industry for women. Juhani Suhonen, IBM Public Sector Executive, presented case Helsinki, and how digitalization enables Helsinki to become the best functioning city in the world.
The main focus of the evening revolved around AI and Automation. IBM presented how AI and automation can be used for prioritization of tasks, in predictive decision making and in e.g. intelligent chatbots.
IBM presented a concrete case on how automation and AI can be applied in the customer service refund process, improving customer service and shortening customer waiting times. The case presented how robotic process automation can be applied to determine whether a customer is eligible for a refund, to issue the refund, notify the customer and close the case - improving both customer satisfaction with shorter waiting times in customer service and decreasing manual work.
We also had the opportunity to try the IBM Automation Workstream Tool, to build and execute our own automated process patterns for workstreams, in this case a “leave of absence”-task. Basically, we created a workstream, to “apply leave of absence” and orchestrated it with the Workstream solution. Having the chance to try out automation in practice was super fun! At the end of the exercise, Jukka Juselius, IBM Automation architect showed us how to build language detecting robots. We want to thank the whole IBM team and especially Stina Carlson and Tiina Pihlasviita for leading the exercise and organizing such an inspiring evening!
AWiB core team and visiting friends write about events, speakers, books, ideas, tips and tools. Send us a mail if you want to contribute!