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Title
Sopra Steria builds turnkey virtual assistant on IBM Watson for European public and private clients
…a Platform"/> Home Case Studies sopra-steria-group-ai-watson-cloud Sopra Steria Delivers intelligent, turnkey virtual assistant powered by IBM Watson technology As a European leader in digital transformation, IBM® Business Partner Sopra Ste…
Description
European digital transformation firm Sopra Steria evaluated 15 AI virtual assistant solutions and chose IBM watsonx Assistant, IBM Watson Language Translator, Natural Language Understanding, and Text to Speech to build an intelligent virtual assistant accelerator engine now running at 10 production sites across Europe. The first implementation, a central digital billing portal for the French government, handled more than 75,000 conversations and 340,000 requests to watsonx Assistant in its first month, resolving 80% of inquiries without human agents, and later scaled from 450,000 to more than 1.5 million users.
…ortal for purchases made by the French government and other public authorities. During the first month, the solution handled more than 75,000 conversations, which produced 340,000 requests to the IBM watsonx Assistant solution. Benefits include around-the-clock support for customer inquiries and reduced op…
Company
Sopra Steria
…siness sectors and innovative technologies with a fully collaborative approach. Headquartered in Paris, the Group employs 45,000 people and operates in 25 countries. Its 2018 revenue was EUR 1 billion. Solution components IBM Cloud Pak® System I…
Country
France
…siness sectors and innovative technologies with a fully collaborative approach. Headquartered in Paris, the Group employs 45,000 people and operates in 25 countries. Its 2018 revenue was EUR 1 billion. Solution components IBM Cloud Pak® System I…
Region
Europe
…elivers intelligent, turnkey virtual assistant powered by IBM Watson technology As a European leader in digital transformation, IBM® Business Partner Sopra Steria wanted to deliver the best AI virtual assistant for help desk inquiries. After evaluating 15 solutions, Sopra Steria chose IBM watsonx Assistant technol…
Industry
Professional Services
…enior Architect and IBM Champion Sopra Steria Sopra Steria IBM Business Partner Sopra Steria (link resides outside of ibm.com) is a European leader in consulting, digital services and software development. It helps its clients to benefit from the tangible and sustainable impact of the…
Problem
Sopra Steria's customers needed an AI chatbot solution, but finding an intelligent virtual assistant that went beyond simple chatbot hype to actually solving customer issues was critical; requirements included round-the-clock assistance, increased customer support productivity, reduced operating costs, security, and the ability to manage complex dialogs.
…platform for rapid deployment across a range of industries. Business challenge Sopra Steria’s customers needed an AI chatbot solution. Finding an intelligent virtual assistant that went beyond the simple chatbot hype to actually solving customer issues was critical. Transformation Sopra Steria enhanced the IBM watsonx Assistant solution to enab…
Solution
After evaluating 15 AI virtual assistant solutions against a training set of more than 2,000 commonly used chatbot inquiry sentences, Sopra Steria chose IBM watsonx Assistant, IBM Watson Language Translator, Watson Natural Language Understanding, and Watson Text to Speech as the foundation for its intelligent virtual assistant accelerator engine, adding an orchestrator, front-end interface, external system connectivity, save/restore features and machine translation for rapid deployment. The engine runs on IBM Cloud and can also run on premises, built and deployed using Red Hat OpenShift.
…ee it for the first time, they get very excited because it’s so simple to use.” Sopra Steria also added an orchestrator and a front-end interface to manage dialogs, established connectivity to external systems and brought in save and restore features and machine translation. “Most of our users speak French and English, so the same dialog has to be avail…
Business value
The turnkey platform is successfully installed in 10 production environments across Europe. The first implementation, a central digital billing portal for the French government, handled more than 75,000 conversations and 340,000 requests to watsonx Assistant in its first month, expanded customer support hours around the clock without adding customer service agents, and today processes 80 percent of inquiries through to resolution, freeing representatives to focus on complex, nuanced, high-value issues; the billing portal scaled from 450,000 to more than 1.5 million users.
…de around-the-clock support for customer inquiries and reduced operating costs. Today, the billing portal solution processes 80 percent of inquiries through to resolution. Further enhancements will script and model as many incident types as possible.…
AI capabilities
Conversational AI
…echnology As a European leader in digital transformation, IBM® Business Partner Sopra Steria wanted to deliver the best AI virtual assistant for help desk inquiries. After evaluating 15 solutions, Sopra Steria chose IBM watsonx Assistant technol…
Business functions
Customer Service & Support
…ce agents Processes 80% of customer inquiries in one big production environment Frees customer service representatives to focus on complex, nuanced and high-value customer issues Business challenge story Search for the right AI platform As a leading digital…
Technology
IBM watsonx Assistant, IBM Watson Language Translator, IBM Watson Natural Language Understanding, IBM Watson Text to Speech, Red Hat OpenShift, IBM Cloud
…45,000 people and operates in 25 countries. Its 2018 revenue was EUR 1 billion. Solution components IBM Cloud Pak® System IBM watsonx Assistant Watson Language Translator Watson Natural Language Understanding Watson Text to Speech Take the next step To learn more about the IBM solutions featured in this story…
Headline outcome
…de around-the-clock support for customer inquiries and reduced operating costs. Today, the billing portal solution processes 80 percent of inquiries through to resolution. Further enhancements will script and model as many incident types as possible.…
Use case type
Conversational assistant
…echnology As a European leader in digital transformation, IBM® Business Partner Sopra Steria wanted to deliver the best AI virtual assistant for help desk inquiries. After evaluating 15 solutions, Sopra Steria chose IBM watsonx Assistant technol…
