IBM's Watson: From game shows to game changer in the enterprise

ANZ Bank is deploying a new IBM system – Watson Engagement Advisor – that can be used to drive better interactions with customers

IBM's Watson artificial intelligence technology – perhaps most famous for its 2011 victory in US game show Jeopardy! – will be used by ANZ Bank to deliver faster financial recommendations to customers.

ANZ is one of the launch customers for Watson Engagement Advisor, a system that leverages IBM's Watson technology and can deliver an intelligent agent running on a single server that uses a combination of data about an individual client, natural language processing and a stored repository of information to offer tailored responses to customer queries.

Other customers include Celcom, IHS, Nielsen and the Royal Bank of Canada. The system can either be directly customer-facing or used to inform the client engagement of the legacy human workforce.

The new system can work across multiple channels, such as mobile devices or standard websites, and runs on a single IBM Power 750 server. This reduces the size of the hardware, IBM said, to the equivalent of a stack of four pizza boxes.

The original hardware used by Watson for Jeopardy! was a cluster of 90 Power 750 servers with 2880 processor cores and 16TB of RAM. The system used Hadoop for massively parallel processing and the GPFS for file storage.

The new Watson Engagement Advisor can be used for proactive engagement with customers, IBM said, and can also learn from past interactions.

According to IBM, the Watson system's performance has been boosted by 240 per cent and its physical requirements reduced by 75 per cent.

IBM announced in 2011 that it wanted to bring Watson to enterprises in a range of industries. Technology based on Watson has already found its way into areas such as health care.

"We envision Watson to serve as cognitive assistant, adept and quick at making sense of big data, that can empower our regional bank advisors to better serve our 2 million wealth management clients across the region," ANZ's Joyce Phillips, CEO Global Wealth and Group Managing Director, Marketing, Innovation and Digital, said in a statement.

"We are pleased to explore with IBM how Watson can enable smarter, faster financial recommendations – yielding a customer experience that is simple, personalised and steeped in data-informed insights."

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

Why defining brand strategy is vital to capitalising on quick wins

Big brands were once protected from small brands by high barriers to entry. Big brands had the resources to employ big agencies, to crack big ideas and to invest in big campaigns. They had the luxury of time to debate strategies and work on long-term innovation pipelines. Retailers used to partner with big brands.

Troy McKinnna

Co-founder, Agents of Spring, Calm & Stormy

3 ways to leverage the talents of your team to avoid disruption

​According to the World Economic Forum in its most recent The Future of Jobs report, the most important skills for the future are not technical, task-oriented skills, but higher-order skills such as creativity, social influence, active learning, and analytical thinking.

Gihan Perera

Futurist, leadership consultant

CMOs, it’s time to stop squandering customer attention

Businesses continue to highly value the attention they buy through paid media, yet at the same time, many continue to disregard and under-value opportunities to connect with customers using their owned media.

Well written Vanessa!! Agreed with your view that human experience is marketing's next frontier. Those businesses who are focused on the ...

Clyde Griffith

Forget customer experience, human experience is marketing's next frontier

Read more

Great tips for tops skills need to develop and stay competitive

Nick

The top skills needed to stay competitive in a rapidly changing workforce

Read more

The popularity of loyalty programs is diminishing, though I'd say it is because customers are savvy enough to recognise when a loyalty pr...

Heather

It’s time for marketers to rethink their approach to ‘loyalty’

Read more

Thanks Nadia for sharing this blog. It has really useful and amazing information about Salesforce Commerce Cloud and digital engagement w...

Holly Smith

Adidas taps data and technology smarts to build personalised digital engagement with consumers

Read more

clearly someone who's jealous and only comments from the safety of being behind their keyboard

Peter Sibson

The purpose of purpose - Brand science - CMO Australia

Read more

Latest Podcast

More podcasts

Sign in