Company: IBM
Company Description: IBM is a technology corporation headquartered in Armonk, New York, with operations in over 171 countries. IBM produces and sells computer hardware, middleware and software, and provides hosting and consulting services in areas ranging from very high end computers to nanotechnology. IBM is also a major research organization, holding the record for most annual U.S. patents generated by a business.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Complaints Team of the Year - Technology Industries
 Nomination Title: IBM Escalation Management Team leverages AI
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 166 words used.
For more than two decades, IBM’s Escalation Management Team played a key role to restore Client Satisfaction through timely and effective resolution of client complaints worldwide. In 2023, utilizing AI and automation, they aimed to provide faster and pre-emptive responses to client and IBMers who are seeking for quicker issue resolution.
Using principles of Design thinking, understanding of automation and Agile methodology, our team came up with a way to improve the existing process flow intended to address the following areas:
- 60 % of questions that were raised within Escalation Management Slack Channel were mostly repetitive in nature
- Lack of prompt response to commonly asked questions
- To address pervasive issues that have already impacted or have potential to impact multiple customers
Their aim was to consolidate all relevant info into 1 slack channel and provided standardized answers to commonly asked questions with 24/7 support with self-learning function. The new process helped reduce management escalation team’s human capital invested in answering questions that are similar in nature.
- Outline the team's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 166 words used.
The following transformation changes contributed to improvements:
- Reduced human capital invested in answering commonly asked questions through AI, reduced 33% workload, expanded number of beneficiaries to 649 users within IBM
After new escalation process being published in 2022, team analyzed working pattern within escalation team and pinpointed some pain points, like answering same questions over and over again. Team thought using IBM's Watson Assistant (an AI solution) to formalize answers to these questions and and assist in answers whenever asked. This helped the team manage and address 33% of questions through automation using IBM Watson Assistant.
- Introducing of new features to provide 24/7 support : The new process uses AI to match up questions with answers. So we can provide accurate and precise answer no matter the time, 27 by 7.
- Concurrently pervasive issues identified, and a New Predictive Response Case (PRC) process was launched. The team started working on those cases, using the methodology defined by a new process created, already having addressed majority of them.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 129 words used.
Through the changes made and tools implemented, the following improvements were made:
• Reduced time working on redundant workload
• Made the resolution process fluid
• Pre-emptively solved client query/issue when prompted
• Able to constantly update question data pool conveniently, flexibility for future integration
• Openned up the channel for clear communication of new cases and escalation updates, announcements and known issues
• Identified and addressed pervasive issues in a systematic way before it could impact other customer
Overall, this team is aligning with 2023 IBM global strategy, providing exemplary customer service enhancing client satisfaction, protecting IBM’s Revenue and ensuring business continuity & value to our clients.
Improvements made reflected on IBM Infrastructure Support and Services NPS score. More than 70% of clients surveyed gave perfect 10 scores!
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