IBM - Product Management Department/Team of the Year
Company: IBM, Armonk, New York, NY
Company Description: IBM is a values-based enterprise of individuals who create & apply technology to make the world work better. Today, more than 400,000 IBM employees around the world invent and integrate hardware, software and services to help forward-thinking enterprises, institutions and people succeed on a smarter planet.
Nomination Category: Product Management Categories
Nomination Sub Category: Product Management Department/Team of the Year
Nomination Title: Building the Intelligent Enterprise
Throughout the past 3 years, our Data Science team has deployed multiple Artificial Intelligence and Machine Learning models to drive increased efficiency and operational excellence across the Enterprise Operations & Services teams in IBM. Having received 10 prestigious industry awards to date for various solutions, the team’s mission is to “revolutionize Client experience via Data Science: Deliver Operational Analytics Insights, Intelligent Prediction and impactful AI Solutions built on leading edge technologies and methodologies."
This team is composed of IBM home-grown employees originally supporting back-office areas that upskilled themselves to become Data Scientists, Data Engineers, Full stack developers and Product Owners.
The teams’ maniacal focus on Client Advocacy has driven it to start contributing value even beyond IBM walls and two of the team’s applications are in the process of being commercialized due to their innovative nature, scalability and high value to the business.
Ultimately, this team is making IBM the premier Intelligent Enterprise supported by Applied AI (Predictive, Prescriptive Analytics, Optimization Decision engines) and Intelligent Workflows (AI prescribing and executing actions directly in the Systems of record).
Referenced below are some of the samples of the AI solutions developed by this team:
- Smart Client Case Insights identifies patterns across Client Complaints that were raised at different moments in time and across multiple Geos in a way that is not humanly possible, enabling future Complaints cases to be more effectively addressed and potentially even avoided. This solution is estimated to deliver $200K Cost reduction yearly and up to an additional $25.1M in Revenue Protection.
- The Smart Voice of Employee AI is estimated to deliver $4.8M benefits delivered by empowering our leaders to easily understand the reasons for their employees’ satisfaction level, make quicker decisions, prepare ahead, take prompt action and even monitor the effectiveness of the actions by viewing theme trends over time. The model seamlessly receives new employee sentiment comments, identifies themes found on the comments and performs additional sentiment analysis.
- The Asset Management Client dashboard, a Client-centric Asset Management Dashboard Offering, drives value and innovation through data-driven insights utilizing the Cognitive Enterprise Data Platform. The solution served to automate 104,000 hours of manual work on annual basis, equating to a total of $2.5M of hard savings.
- The AMIGO Asset Management AI solution developed by the team is integrated into the Asset Management team’s workflow, automatically creating alerts on the Asset Management team’s Wall of Work application for users to directly act upon and track. The solution has provided over 8,000 actionable recommendations throughout 2020.
In the year 2020, the team's Artificial Intelligence products delivered $105M of business benefits. On top of that, our Data Science team automated over of 150,000 hours of work for multiple internal areas at IBM. With a portfolio of 34 cloud applications (of which 16 uses Artificial Intelligence), the team delivers value to multiple stakeholders across the IBM organization. The team’s applications users span from Finance, Transformation, Enterprise Operations & Services, Marketing Development & Insights and Sales & Distribution organizations.
The team also provides Operational reporting for the Quote to Cash and Enterprise Asset Management workflows, having enabled the running of 77,000 Self-run reports in 2020. These reports can be run by users themselves at any moment leveraging customizable parameters and, with that, enabling data self-sufficiency.