driving business decisions in the cloud with assistant shop.r
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Driving Business Decisions in the Cloud with Assistant Shop.r
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Jake PeyserBluemix Developer Advocate
What if customer feedback automatically drove business
decisions?
Customer feedback contains invaluable insight into client satisfaction. Assistant Shop.r enables a department store to
analyze aggregated customer feedback and consumer behavior in order to enable their buyers to make smarter
purchasing decisions.
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Meet Brooke
Age: 32 Company: Major Dept. Store Role: Clothing Buyer
“I have been buying products based on sales metrics, but customer satisfaction has remained stagnant. I need a way to intelligently apply customer feedback to my purchasing decisions.”
Brooke isVery pragmatic, buys based on measurable data trends, makes decisions in the best interests of customers.
Her primary motivation is Buying clothes that not only sell well, but leave customers satisfied and likely to become repeat buyers.
Her current frustrations areOnly having sales metrics for her buying decisions and without automated customer feedback systems, she must manually identify trends.
Brooke Needs To buy clothes that are more likely to please customers based on actionable insights into feedback the store collects.
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Meet Brooke
“I need to figure out whether to invest or divest in men’s, polo shirts.”
Age: 32 Company: Major Dept. Store Role: Clothing Buyer
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With her current process, Brooke must manually make purchase decisions based on limited data
AlterInvestment?
Yes, increase investment
No
Yes, divest
Review ProductInvestment
JustifyDivestment
Procurement
Research product sales4Hours5
Complete product review30Minutes
Analyzing customer feedback empowers Brooke with contextual information that improves buying decisions
Review ProductInvestment Alter
Investment?
Yes, increase investment
No
Yes, divest
GenerateDivestment
Report
Procurement
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CustomerSupport1 Assistant Shop.r automatically
transcribes and aggregates chat sessions for feedback analysis
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“I am very upset with my polo
shirt.”
KeywordExtraction2 Conversation is run through Alchemy
API Keyword and Sentiment algorithms to extract relevant concepts
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UpdateFeedbackScore3 Based on the extracted products and
corresponding sentiment, feedback scores in Cloudant are updated
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InvokeBusinessRules4 Business rules are then invoked to
determine if the product feedback score has reached a threshold to be considered for a purchasing review
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2019
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StartReviewProcess5 Based on the rules decision, a new
process is started and a task to review the product for divestment is
sent to Brooke’s inbox
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