Results story Anywhere commerce and service The ultimate goal of the Staples Easy System and the Easy Button is to remove friction from the ordering process and enable office managers to place orders wherever, whenever and however they want.
It also predicts higher order frequency, larger average order sizes and improved customer service scores.
The Easy Button makes it simple and magical. In Octoberas part of its alpha testing, the company will offer a pilot version of the system to a select group of customers and use the resulting feedback to inform product and software design and further train the system on use cases.
A change within the industry forced Staples to start thinking about moving beyond its core business and customer offerings, and transition into a services company. Staples is rolling out the system in phases, starting with launching it on its mobile chat channels.
Transformation Using IBM Watson APIs, the company transformed its Easy Button into a cognitive ordering ecosystem that customers can use to order supplies from a variety of devices using voice, text or email.
Inthe company reported USD 21 billion in annual sales and employed approximately 75, people. If the system is highly confident it has identified the correct SKU, it uses voice feedback to confirm the purchase with the customer, and the transaction is complete.
Staples, founded in and headquartered in Framingham, Massachusetts, in the US, is a global provider of business products and services.
This kind of thinking has Staples leading the B2B market in what it calls conversational commerce—the ability to deliver anytime, anywhere service and commerce capabilities using voice, text and email. If the confidence score is medium, the system suggests a variety of pens based on past orders so that the customer can select the correct product.
It operates nearly 1, retail stores and is the fifth largest e-commerce company in the world, through its Staples. It was a wake-up call for us—that cognitive solutions are real and the tooling around them [is] powerful.
It will also publish the system to other chat channels across Staples. With the introduction of Watson technology, Staples expects that number to increase.
Ordering supplies should be easier. As part of the research process, the team visited and interviewed numerous large- and small-business customers to better understand the daily work life of office managers and how they order office supplies.
Cognitive computing surfaced as the most exciting technological advancement.
Currently, the system is trained on five intents, or skills: Transformation story The next generation of easy The journey to developing an intelligent Easy Button began with investigating various technologies and platforms to better understand what kind of software was currently available and what it was capable of doing.
Beta testing will begin in November and focus on augmenting the system based on customer experiences, releasing a companion app, and enhancing hardware and software with 3G wifi and 2-way voice capabilities.
This fundamental shift in the relationship between retailers and consumers prompted the retail giant to reexamine its traditional business model. Over time, as customer requests evolve, Staples will add new skills to the system. The IBM Watson Assistant, a platform as a service PaaS technology, puts a conversational interface on the button so that customers can interact with it using natural language.
You tell it that you need pens and it knows exactly what you mean. The system takes advantage of the natural language processing NLP and machine learning capabilities of the Watson platform as well as numerous Watson services. Since its first store opening inthe company has stayed true to its commitment to make shopping and saving easy for customers.
We think it can support many different spaces.In the future, the company plans to augment its system by incorporating the IBM Watson Tone Analyzer service to better understand customers’ emotions, personality traits and language styles, and the IBM Watson Sentiment Analysis service.
Jun 26, · What IBM’s Project Debater is working on is critical to natural language processing. What debate analysis is doing is moving past the simple semantic analysis of a sentence and into the realm of.
IBM Case Analysis “What happened to IBM, the symbol of American supremacy?” -Challenge to America video, Problem Statement IBM needs to grow revenue and stay competitive in the dynamically changing computer marketplace of the ’s by maintaining technological leadership and accepting the organizational transformation .Download