Reference Design

Maintaining Voice of the Customer through AI

Reference Design

Leveraging IBM Watson technologies to help enterprises understand customer sentiment, customer needs, and unlock hidden insights.

Showcasing how IBM Watson technologies could make it easy for enterprise leaders to access customer insights, through the voices of their own customers, to ultimately help them identify new ways to add value, all through tools people already use at work.

Unlocking Customer Insights

Most companies have a surprising amount of customer data, spread across departments, and in different tools, making it very hard to organize. Pulse uses IBM Watson’s Voice of the Customer technologies to connect disparate data into a single unified view of what customers are talking about most, by time period, by product, by region, and even by key account.

Sample customer insights
Consumer-Grade Enterprise Experience

Introducing a unified view of customer insight - which was previously segmented across an organization and not available to employees who need it most - can be a challenging exercise. Pulse is designed to be as familiar and approachable as a consumer-grade social media website, while as secure and modern as any web-based enterprise software application.

Integrating into Existing Workflow

Slack is one of the fastest growing, most requested, and most preferred internal software tools at work. People use it to share updates with their team, hold remote standups, and even collaborate on product designs. Pulse exercises the flexibility offered by IBM Watson’s Voice of Customer technologies, to present the same unified customer data through a web dashboard interface as well as a custom Slack experience. Giving employees options to use the interface that works best for them.

We wanted to showcase how IBM Watson technologies could make it easy for enterprise leaders to access customer insights, through the voices of their own customers, to ultimately help them identify new ways to add value, all through tools people already use at work.

Greg Fields, Managing Director, Myplanet Ventures

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