IBM Watson Explorer (WEX) provides enterprises with the ability to securely explore, analyze and interpret information that is stored and managed in many different systems, both inside and outside the organization. This section provides an overview of many of the core technical capabilities that can be used to deliver diverse information analytics and cognitive services to users in the appropriate context.
A cognitive capability leveraging Watson Explorer to help identify insights to decrease the number of tickets and self-service opportunities to improve operational excellence There are several representative success stories about global leading companies as customers of IBM WEX.
A Large US Chemical Company
Watson Cognitive Analytics for Networking Operational Improvements for one of the Largest US Chemical Companies
Identify actionable insights for preventive actions for connectivity, performance, bandwidth utilization/capacity, and recommendations for optimization upgrades across globally dispersed manufacturing sites
Watson Explorer Semantic Analytics to determining pervasive issues and their contributing causes from unstructured data in the tickets and correlation with network operational data across manufacturing sites
Major Incidents: 28% ticket reduction from Connectivity, Switches, Routers and Power Outages issues.
Incidents: 12% reduction in network related Incident/SR tickets
Change: 8.5% of erroneous Change tickets caused propagation of new incidents
A Large Bank in Australia
Service Desk Improvements for a large bank in Australia through Watson Cognitive Analytics
Improve client satisfaction across different service desk operations beyond the obvious self-service opportunities such as password reset and ID services
Watson Explorer Semantic Analytics for sentiment analytics of customer satisfaction data to understand the client dissatisfies and cognitive analytics of unstructured data in the incident tickets to identify improvement opportunities
Application issues and actions identified for over 25% improvement in customer satisfaction
Actionable insight for eliminating 10% of application related issues through a process change in servicing of the tickets taking half a day for resolution of a client productivity limiting problem
Improvement actions for an overall 27% decrease in service desk tickets
Major Application Field of WEX
Watson, IBM’s natural language processing and machine learning engine, has received a prominent role at the IBM 2016 InterConnect Conference. Watson has been showcased on the main stage in Las Vegas in keynote presentations and across IBM products and brands in the breakout sessions. IBM has featured customer stories for Watson in many industries for applications such as Internet of Things (IoT), mobility, big-data analytics and cloud computing via Watson APIs.
- Healthcare: analysis of patient treatments and clinical trial data
- Shopping: analysis of customer behavior to target content at point-of-sale
- Property management: smart buildings using IoT for energy control, security and maintenance
- Weather: analysis and prediction using big data and IoT
- Investing: stock pick recommendations based on Twitter feeds
- Application testing: cognitive capabilities added to test suites to understand application behavior
- IT Security: analysis and machine learning of security threats
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