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Status Future consideration
Workspace Call Center
Created by Guest
Created on Aug 1, 2023

RELATED IDEAS

Embed watsonx into IBM Sterling OMS to enable an AI foundation model that looks at all the OMS/Inventory data to provide a streamlined question/response dialog similar to chatbots and/or ChatGPC

See this idea on ideas.ibm.com

The IBM Sterling OMS is a perfect solution to embed the watsonx solution.  Building out a foundation model leveraging the OMS and Inventory data set would allow us to show a progressive approach to interact with the solution across various OMS personas.  The idea would be a chat like (or ChatGPT like) question and answer type of dialog process that could be embedded throughout system to allow users to interact with the OMS in a more natural language interaction model  There would be many use cases for this embedded  foundation model.  Some examples:

- Call Center agent leverages the OMS/Inventory foundation model to quickly ask and get responses back on customer, order, shipment, inventory, invoice, etc. information while interacting with the customer.  

- Inventory Planner checking availability or lack thereof with inventory based on up-coming promotions

- Management asking questions around top product sales, top customer sales, low product sales, etc.

- Users asking questions around high returned products, returns by reason, etc.

This information and more is all held within the IBM Sterling OMS.  Yes, you could run reports, etc., though the more modern approach and the approach that is becoming more common for users is to interact in a more natural language processing type of an interaction.  

  • Guest
    Reply
    |     Sep 6, 2023

    Call Center would leverage WatsonX to help streamline the process of order-taking where WatsonX could provide assistance, and interact with the Call Center agent answering questions for the agent, and then providing a 'what's trending' to help boost the order value with the customer.

    WatsonX could also be leveraged to quickly onboard temporary (Peak Season) associates getting them ramped up quickly to take orders by providing guidance to get from one point to the next, keeping the customer experience consistent regardless of new CSR or seasoned CSR.

  • Guest
    Reply
    |     Sep 5, 2023

    Voice of the Field call input: We have Watson Assistant capabilities in SCIS. Can we leverage this capability that's based on the Carbon framework over to OMS Order Hub.
    this would be really impactful, specifically to the fact that customer raise the issue that IBM is not investing in OMS.

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