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June 1, 2017updated 02 Jun 2017 3:28pm

Bluewolf taps Einstein & Watson to bring AI to telecoms

Includes IBM Watson-powered Chatbot which will provide information on data usage, voice consumption, payment history and deliver personalised offers/targeted promotions.

By Ellie Burns

Bluewolf is set to make AI a reality for the telecoms industry with a new Salesforce Fullforce Solution, dubbed Bluewolf AI Now for Telecommunications.

Bluewolf has brought together IBM Watson APIs, Vlocity and Salesforce Einstein to help CSPs connect customer experience to value through unified billing, commerce, phone activation, sales and communications across all channels.

The first Salesforce Fullforce-certified solution to include both Watson and Einstein, Bluewolf AI Now offers a range of capabilities which leverages IBM’s and Einstein’s AI power.

Once such capability is augmented customer intelligence which taps Watson Conversation and Personality Insights technologies to enhance customer engagement across multiple channels, including web, chat, mobile and social.

Customers who engage online via chat will be able to interact with a chatbot designed to provide information on their current services, such as data usage, voice consumption, payment history; and deliver personalized offers and targeted promotions. When needed, Watson will equip agents with insights that can help them better interact with each customer, increasing satisfaction, helping reduce call resolution and order processing times, and boosting their cross-sell and upsell opportunities.bluewolf

With Einstein and Vlocity, Bluewolf are offering applications which are built natively and additively on the Salesforce platform. Vlocity Communications will deliver Enterprise Product Catalog, CPQ, Contract Management, Order Management, and Retail Clienteling applications and pre-built business processes, all designed to help CSPs deliver a differentiated customer experience and operate with increased business agility.

Sales Cloud Einstein Lead Scoring and Opportunity Insights will prioritise the highest value leads, giving CSPs the intelligence to determine which customers to call first and next. Service Cloud Einstein Supervisor Insights will look to empower call centre agents with key insight to improve customer satisfaction, identifying the most timely cases to focus on based on customer profile, sentiment, or case escalation.

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The new Bluewolf AI Now for Telecommunications platform will also offer real-time charging and billing with the MATRIXX Digital Commerce Platform, as well as a mobile, omni-channel experience with native iOS mobile applications.

“We’re excited to see the first of many Fullforce solutions come to market as part of our partnership with IBM and Bluewolf,” said Don Lynch, SVP, worldwide alliances, Salesforce.

“Fullforce Solution partners ensure our customers benefit from proven industry expertise, combined with Salesforce’s Intelligent Customer Success Platform. Ultimately, this empowers companies to connect with their customers in entirely new ways.”

READ NOW: Bluewolf CEO on cloud’s people problem & bringing the IBM tech stack to Salesforce

Bluewolf AI Now will be generally available from June 15, though it has already been successfully deployed at telecoms companies including T-Mobile, Vodafone Hutchison Australia, and TELUS Communications.

“Our IBM and Salesforce solutions help us to deliver tailored, responsive services that are a key enabler in transforming how we sell to and serve our clients,” said Brad Pruner, Director, CRM, TELUS. “The value of integrating AI and cognitive capabilities into these solutions will be a source of advantage in a highly competitive industry.”

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