Three and Red Ant pioneered the use of IBM Watson in retail with a world-first multi-channel sales trainer
The AI app harnessed IBM Watson’s unique ability to recognise natural language queries – either spoken or text-based - and search thousands of documents, product details, customer reviews, blog posts and social content at once to provide contextually relevant answers which get smarter each time.
Three wanted to use leading-edge technology to enable sales colleagues to deliver an enhanced service to customers by radically improving how staff interact with technology, using simple questions to make sense of big data and integrating with existing sales, training and customer service documentation.
Built on IBM Watson’s cognitive capabilities, we developed a trainer specifically for Three sales colleagues dealing with complex contracts which involved multiple levels of documentation, service manuals and tariffs:
"We ran the trial to explore new ways of supporting customers and help them make well-informed choices. It’s in our culture to challenge norms and try new approaches for the benefit of both our staff and our customers."
Jacqueline Kelleher, Director of Retail at Three