Danske Bank is testing the IBM Watson-based services platform that uses cognitive technologies to help IT service providers improve operations.
With rapidly changing business needs and accelerating business cycles, organizations need consistent and reliable service delivery across a “supply chain” of services from multiple vendors. There is no compromising choice for reliability. Both play an equally important role in a business’s success and they need the services they are using to continuously evolve.
For the IT services industry, it means a shift from system integration to services integration, and from a people-led and technology-assisted approach to one that is technology-led and people-assisted. In other words, most standard tasks and processes will be executed by increasingly autonomic systems that are data-driven, cognitive and automated.
This approach also means the evolution of automation and advanced analytics to cognitive delivery. Like many in the industry, we believe cognitive delivery is the next stage of the delivery lifecycle transformation.
Companies are already taking better advantage of the wealth of operational data and experience to gain insights that trigger automated actions for better business outcomes from IT or advise human experts to make better decisions.
In many organizations, support for IT problems can be somewhat haphazard. The result of a user request often depends on the IT worker responding to it, who needs to ask the correct series of questions to get the answers they need. This may not be a straightforward process, however; what workers think they need to know may not actually be correct. A breakdown in support functions may even lead to the rise of shadow IT, as workers become frustrated and revert to using the tools they understand instead of those approved by the organization.
Time is not on our side. To succeed against threats, organizations need automation and cognitive technologies combined with strategy, process and testing. Effective resiliency requires investment, leadership and a culture where people imprint an always-on attitude onto their professional DNA.
For decades, business continuity was viewed as a way to prevent disasters when hardware and software failed. This process focused primarily on preparing for human error, poor change management and natural disasters like hurricanes, floods and fires. But now, more than any other time in history, cyberattacks are flooding the front lines in the resiliency battle. Cyberattacks aren’t just another threat — they’re the mother of all threats.
Everyday AI At Work Blog Series
When they first emerged chatbots were simple – mostly just web browser pop-ups that could only send straightforward messages like “Hi, how are you?” Now with the integration of latest technologies they can be a key customer service element in web based customer interactions.
Hang Seng Bank announced in April 2017 their plan to launch the “Virtual Assistant” service by the end of 2017. The chatbot prototype, powered by IBM Watson, is offered on the website and mobile channels for internal testing currently.
Hang Seng Bank announces their plan to use chatbots for customer service. From left to right: Barry Chan, Partner and Banking, Financial Services and Insurance Industry Leader, IBM Global Business Services, Paul To, Assistant General Manager, Head of Digital Banking, Retail Banking and Wealth Management, Hang Seng Bank, Mimi Poon, Director, Banking and Financial Markets, IBM
【科技特搜】日本 JAL 最近推出了一款利用 IBM Watson 開發的手機程式，方便計劃前往夏威夷的乘客可向程式內的虛擬助手「Makana-chan」查詢有闗携同嬰孩旅行的資訊。