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Customer Support 1. Case Study – Smarter Customer Support
Problem: High volume customer inquiries, long wait times, and inconsistent answers.
Problema: Alto volumen de consultas, largos tiempos de espera y respuestas inconsistentes.

AI Solution Solution: Deploy Watson Assistant as a virtual agent to handle routine questions 24/7, triage complex issues, and escalate only when needed.

Solución: Implementar Watson Assistant como agente virtual para atender preguntas frecuentes 24/7, clasificar casos complejos y escalar solo cuando sea necesario.

Watson Assistant enables fast, accurate, and personalized customer interactions across chat, web, and phone—reducing the load on human agents.
Watson Assistant permite interacciones rápidas, precisas y personalizadas con los clientes en chat, web y teléfono, reduciendo la carga del equipo humano.

Results

1. Faster Responses
Average response time reduced from minutes to seconds using virtual agents. 1. El tiempo de respuesta se redujo de minutos a segundos con agentes virtuales.
2. Higher Customer Satisfaction
Consistent, on-brand answers increased CSAT scores and reduced repeat contacts. 2. Respuestas consistentes y alineadas con la marca aumentaron la satisfacción del cliente.
3. Fewer Manual Tickets
Automated handling of FAQs cut ticket volume and freed agents for complex cases. 3. La automatización de preguntas frecuentes redujo los tickets y liberó a los agentes para casos complejos.

Fast, Accurate Answers: Watson Assistant delivers prompt and precise responses to customer queries across any application, device, or channel.

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Data Entry and Processing 2. User Story – Data Entry & Processing
Problem: Manual data entry slowing down operations.
Problema: La entrada manual de datos retrasa las operaciones.

Automation Solution Solution: Automate data entry and processing tasks using AI for extraction, validation, and routing. Watson Assistant and supporting AI services capture information from forms, chats, and calls, then push it into your systems with fewer errors.

Solución: Automatizar la entrada y el procesamiento de datos utilizando IA para extraer, validar y enrutar información.
Watson Assistant aprovecha capacidades avanzadas de IA para extraer y procesar datos, ahorrando tiempo, reduciendo errores y optimizando sus operaciones.

Results

1. Quicker Processing
Forms and requests are processed automatically in seconds instead of hours. 1. Formularios y solicitudes se procesan en segundos en lugar de horas.
2. Fewer Errors
Validation rules and AI-driven checks reduce typos and missing information. 2. Las reglas de validación y la IA reducen errores y datos incompletos.
3. Better Visibility
Data flows into dashboards in real time, giving managers live visibility. 3. Los datos llegan a paneles en tiempo real, dando visibilidad inmediata a los gerentes.

Intelligent Automation: By harnessing AI technologies, Watson-based flows automate routine tasks and free up valuable time for your team.

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Customer Engagement 3. AI Solution Implemented – Personalized Experiences
Problem: Generic messaging and low customer engagement.
Problema: Mensajes genéricos y baja participación de los clientes.

Personalized Marketing Solution: Use AI-driven insights to personalize marketing, offers, and support flows. Watson-based solutions help you understand customer intent and behavior, so you can respond with relevant, contextual experiences across channels.

Solución: Utilizar información impulsada por IA para personalizar marketing, ofertas y flujos de soporte.
Esto permite comprender mejor las preferencias y el comportamiento del cliente y ofrecer experiencias más relevantes en cada interacción.

Results

1. Increased Loyalty
Personalized experiences keep customers engaged and reduce churn. 1. Las experiencias personalizadas aumentan la lealtad y reducen la pérdida de clientes.
2. Better Conversion
Tailored offers and messaging improve click-through and conversion rates. 2. Ofertas y mensajes personalizados mejoran las tasas de clics y conversión.
3. Higher Revenue Per Customer
Targeting high-value segments and upsell opportunities ensures you don’t leave revenue on the table. 3. Al segmentar clientes de alto valor, se maximizan oportunidades de venta y de ingresos.

Personalized Experiences: With AI in place, every interaction becomes smarter, more relevant, and more profitable over time.

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