IBM's Account 360: watsonx-powered client collaboration

IBM's Chief Information Office (CIO) organization sought to improve the efficiency and effectiveness of its client-facing teams. They discovered that employees were spending excessive time navigating multiple tools and data sources to gather necessary information. This hampered their ability to respond quickly to client inquiries and proactively address their needs. To solve this challenge, the CIO Digital Transformation team developed an "Account 360" solution using IBM watsonx and Slack.

The Account 360 solution provides a centralized, real-time view of client account activities, including strategic initiatives, leads, opportunities, deployments, and support cases. By aggregating data from various systems and repositories, the solution eliminates the need for employees to switch between applications and manually compile information. Accessible via a Slack app on desktop or mobile devices, it offers anytime, anywhere access to critical account data.

The solution leverages watsonx.ai to summarize key documents, such as client profiles and account plans, and answer natural language queries. This enables client-facing teams to quickly grasp the essential details of an account and identify the right people to connect with. The application is hosted on IBM's internal Hybrid Cloud platform, built on Red Hat OpenShift on IBM Cloud, and utilizes IBM Cloud Object Storage for efficient data retrieval.

Early results have been promising, with users reporting significant time savings and improved collaboration. IBM plans to expand the solution to include all its commercial signature and strategic accounts, as well as add watsonx.data and watsonx Assistant for enhanced data analysis and chatbot capabilities. The Account 360 solution exemplifies IBM's commitment to digital transformation and its ability to leverage its own technologies to drive business value.

Value Results:

• Improved productivity for client-facing teams.

• Strengthened client relationships through faster, more informed responses.

• Reduced time spent searching for information.

• Streamlined collaboration and communication.

• Enhanced insights into client account activities.