AWiB @ IBM: Putting AI in Practise – Streamling customer information management through chat bots and RPA
In Fall 2019, we were invited by AWiB corporate partner IBM to learn about addressing a business need by design and implementation of an AI application - in practise. Skills Academies focusing on “hard skills” or technology intensive topics have traditionally been popular among our network, and this event truly pushed participants outside of the comfort zone. Scroll down for a glimpse of the solution architecture of a simple yet efficient solution using a chatbot and Robotic Process Automation!
The evening was opened by IBM Finland CEO Mirva Antila. In Finland, IBM has 600 employees and a strong focus on diversity: for instance, the local Women Leadership Council is active in organizing events, mentoring and setting the employer brand into practice.
To put the AI case exercise into business context, IBM consultant Niklas Syyli introduced us to a recent customer case. Together with IBM, a Finnish bank had built an online chat service to match the time and place independent communication preferences of today’s customers. On average, millennials send an astounding 67 messages a day. The bank’s own customer service experts were involved in mapping the chat flows and training the AI to address a variety of situations. Overall, IBM is deploying bots for e.g. consultative sales and ecommerce, customer service, and internal information banks for corporations, to name a few use cases.
After the intro’s, IBM AI and automation technicians Sandra Calvo Martinez and Jukka Juselius helped us to get into action of building a simple AI solution by ourselves. Given the limited time, the exercise was more about configuring and connecting solution components rather than writing code from scratch. All in all it served as a great intro for business and technology backgrounded participants for components and work steps of forming an AI solution.
Here is the case solution in a nutshell:
In step 2, we got to test the intents and entities of the chatbot before connecting it to the managed workflow. To enable step 3, we got to teach the RPA bot the simple workflow of retrieving company information based on business ID. This part was especially instructive, as it demonstrated how manual workflows could be eliminated in practice.
Many thanks for IBM’s organizing team for a challenging yet fun evening – this was Skills Academy at its best!
Movie tip: Hidden Figures (story about female NASA mathematicians who were the brains behind the launch into orbit)
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