IBM Watson’s Applicability In The Consulting Industry - 國際商務機器華生在諮詢行業之適用性

Director 指揮 ： KEITH YUNXI ZHU 朱耘希

Supervisor 監視 ： Jan Olav Fåland 陳天龍

Authors   作者 ： Ibrahim Elshamy

£39.99

PURCHASE COMPLETE REPORT 購買完整報告

---

EXECUTIVE SUMMARY
行政摘要

This report explores how IBM Watson can be applied in retail consulting. It overviews IBM Watson and its capabilities, including creating customized AI applications through APIs. Additionally, the report examines the use of IBM Watson in healthcare, advertising, and financial operations. Finally, the report discusses the potential for AI in retail consulting and its benefits in improving efficiency, speed, and accuracy in the industry. 本報告探討了國際商務機器華生如何應用於零售諮詢。 它概述了「華生」及其功能，包括通過API創建定制的人工智慧應用程序。 此外，該報告還考察了「華生」在醫療保健、廣告和金融運營中的使用情况。 最後，該報告討論了人工智慧在零售諮詢中的潜力及其在提高行業效率、速度和準確性方面的好處。

---

1

Introduction
簡介

AI has captured the imagination and attention of businesses and across the globe. Watson, an innovation by IBM, is an open, multi-cloud platform that lets us automate the AI lifecycle with its powerful models. IBM Watson is different from other software because of its direct relevance to business problem solving; it has the ability to analyse repositories of data and documents, recognize human speech patterns, understand language, and much more. Using cognitive learning practices that combine data analytics and statistical reasoning with more human qualities, we can use it in a wide variety of industries with specialized information needs, including veterinary science, environmental and geotechnical engineering, education, government, consumer goods, law, and music and more. If the already extensive toolset does not meet the needs of your business, it can be further customized according to the needed industrial knowledge bases and requirements.
人工智能已經吸引了全球企業的注意力。「華生」是國際商務機器的一項創新技術，是一個開放的多雲平台, 可讓我們使用其強大的模型使人工智慧生命週期自動化。 「華生」與其他軟件有所不同得時它與解決業務問題直接相關。它具有分析數據和文檔存儲庫，識別人類語音模式，理解語言等的能力。通過將數據分析和統計推理與更多人類素質相結合的認知學習實踐，它可以用於具有特殊信息需求的各種行業，包括獸醫科學，環境和岩土工程，教育，政府，消費品，法律和音樂等等。如果已經廣泛使用的工具集無法滿足您的業務需求，則可以根據所需的行業知識庫和要求對其進行進一步的自定義。

Enterprises are rapidly shifting towards adopting AI in their businesses. Artificial intelligence services that are provided by IBM help drive the smart reinvention of workflows, technology, and the entire organization, to transform the business into a cognitive enterprise. They help in implement ‘data first’ strategies, taking advantage of real-time information, augmenting third-party sources, and integrating with various advanced technologies such as IoT and cognitive automation.
企業正在迅速轉向在其業務中採用人工智慧。 「華生」提供的人工智能服務有助於推動工作流程，技術和整個組織的智能重塑，從而將業務轉變為認知型企業。他們幫助實施“數據優先”策略，利用實時信息，增加第三方資源以及與各種先進技術（如物聯網和認知自動化）集成。

This report deals with IBM Watson’s application in the Retail Consulting Industry. It starts with the introduction of IBM Watson and AI. Then, it describes the details about the API’s proposed by IBM, which allows users to build their own AI application by utilizing Watson's core technology on the back-end and the DeepQA architecture; an effective and extensible architecture that can be used as a foundation for combining, deploying, evaluating, and developing a wide range of algorithmic techniques to rapidly advance the field of question answering. Various domains of applications and implementation of Watson’s software are also discussed.
該報告涉及「華生」在零售諮詢行業中的應用。首先将介紹「華生」和人工智慧，然後描述了有關國際商務機器提出的API的詳細信息。該應用編程接口允許用戶通過在後端和DeepQA架構上利用「華生」的核心技術來構建自己的人工智慧應用程序，是一種有效且可擴展的體系結構，可以用作組合，部署，評估和開發各種算法技術的基礎，以快速推進問題解答領域。此外该报告還討論了「華生」軟件的各種應用程序領域和實現。

This report also details the emergence and history of the consulting industries and the application of AI in retail consulting. Finally, it focuses on the competitive analysis of IBM Watson, showing how it is more effective than other AI platforms available and its future potential.
該報告還詳細介紹了諮詢行業的出現和歷史以及人工智慧在零售諮詢中的應用。最後，它著重於「華生」的競爭性分析，展示了它比其他可用的人工智慧平台更有效的優勢以及未來的潛力。

2

Areas of Implementation
實施領域

With the use of APIs offered by IBM Watson, powerful systems can be created which will help achieve success in data privacy, customer satisfaction, and rapid and accurate services provided to the customers.
通過使用「華生」提供的應用程式編程接口，可以創建功能強大的系統，這將有助於成功實現數據隱私，客戶滿意度以及為客戶提供的快速準確的服務。

Risk and Compliance
風險與可塑性

IBM RegTech or Regular Technology will help firms to effectively achieve regulatory compliance while reducing costs and financial crime. It also provides these firms with insights to comply with evolving regulatory requirements, automating risk and compliance, understanding quickly changing regulations and appropriate controls, and identifying factors to prevent financial crimes [3].
IBM RegTech或 Regular Technology 將幫助公司有效實現合規性，同時減少成本和金融犯罪。它還為這些公司提供了洞察力，以符合不斷發展的法規要求，使風險和合規性自動化，了解快速變化的法規和適當的控制措施以及確定預防金融犯罪的因素 [3]。

IBM Watson Usage by industry 國際商業機器華生之用戶（按行業）

1. Advertising: IBM Watson’s Advertising has expanded suite to open, unbiased, and cookie- and identifier-free AI advertising solution. It also has partnerships with leading distribution players. Adopting this technology will re-establish trust, security, privacy and transparency in the advertising industry.
   廣告：「華生」的广告业务已擴展套件，以開放，無偏見且無插件和標識符的人工智慧廣告解決方案。它還與領先的分銷商建立了合作夥伴關係。採用該技術將重新建立廣告行業的信任，安全性，隱私性和透明度。
   

2. IT Operations: In the area of IT Operations, IBM Cloud Pak for Watson AIOps was implemented to provide the solution that deploys advanced and explainable AI across the ITOps toolchain. This helps to diagnose problems faster, build and manage securely, gain insights of work, manage resources, integrate seamlessly and automate with confidence.
   網絡科技運營：在網絡科技運營領域，實施了針對Watson AIOps的IBM Cloud Pak，以提供可在ITOps工具鏈中部署高級且可解釋的人工智慧的解決方案。這有助於更快地診斷問題，安全地構建和管理，獲得工作見解，管理資源，無縫集成並充滿信心地實現自動化。
   

3. Healthcare: IBM Watson Health provides deep, industry-specific expertise for solving a wide range of unique healthcare challenges. It has been implemented in the fields of cardiology, clinical decision support, diagnostic imaging, health and human analytics, health economics and outcome reach, healthcare providers, healthcare interoperability and much more.
   衛生保健：IBM Watson Health提供了針對特定行業的專業知識，可以解決各種獨特的醫療保健挑戰。它已在心髒病學，臨床決策支持，診斷成像，健康和人類分析，健康經濟學和結果覆蓋率，醫療保健提供者，醫療保健互操作性等領域得到了實現。
   

4. Video Streaming and Hosting: IBM Watson’s Media has provided an AI-driven solution that has made live corporate communication, video analytics, video streaming and content management possible. It has many benefits as it offers automation with AI, worldwide delivery, and is able to reach any device virtually.
   视讯使用和管理：「華生」的多媒體提供了一個人工智慧驅動的解決方案，使企業實時交流，視頻分析，視頻流和內容管理成為可能。它具有許多優勢，因為它可以提供人工智慧自動化，全球交付，並且可以虛擬訪問任何設備。
   
   

5. Financial Operations: FP&A is a set of activities that supports financial management and improves decision making. Organizations rely on it to achieve operational, financial and strategic goals. Implementing this will help the organization to create an agile way of working, collaborate across the organizations and automate the organization’s FP&A system. Its practical application includes strategic and operational planning, budgeting, forecasting, capital planning, workforce planning, and profitability analysis.
   財務運作：FPA是支持財務管理和改進決策的一系列活動。組織依靠它來實現運營，財務和戰略目標。實施此流程將有助於組織創建敏捷的工作方式，在組織之間進行協作以及使組織的FPA系統自動化。它的實際應用包括戰略和運營計劃，預算，預測，資本計劃，勞動力計劃以及盈利能力分析。
   

6. Return-To-Workplace: Watson Works solutions uses data, AI technology and blockchain to make decisions in areas of workplace re-entry and facilities management, workplace safety, contact tracing, care management and many more. Implementing these technologies will benefit the organizations by putting the employees at the centre of their strategy, managing through disruption, and keeping sensitive data private and secure.
   返回職場：Watson Works的解決方案使用數據，人工智能技術和區塊鏈在工作場所往返、設施管理，工作場所安全，聯繫人跟踪和護理管理等領域做出決策。實施這些技術將使員工成為其戰略的中心，通過中斷進行管理，並保持敏感數據的私密性和安全性，從而使組織受益。
   

7. Business automation: Business automation is a collection of integrated market-leading software designed to solve the toughest operational challenges easily. Applying Watson business automation can help businesses understand their current business state, improve business applications, increase productivity, gain cheaper insights, and respond to challenges faster. It can also provide the flexibility to deploy a business across any cloud managed by them or IBM.
   業務自動化：“業務自動化“是一組集成的市場領先軟件，旨在輕鬆解決最嚴峻的運營挑戰。應用沃森業務自動化可以幫助企業了解其當前業務狀況，改善業務應用程序，提高生產率，獲得更便宜的見解並更快地應對挑戰。它還可以提供靈活性，以便于國際商務機器管理在任何云端上部署業務。

3

Application of AI in Retail Consulting
人工智能在零售諮詢中的應用

The digital transformation of the retail consulting industry has been going on for years. With increased efficiency, speed and accuracy across every sector in the retail industry, the significant contribution is led by the use of Artificial Intelligence.
零售諮詢業的數字化轉型已經進行了多年。隨著零售行業各個部門效率，速度和準確性的提高，人工智能的使用為該領域做出了巨大貢獻。

AI in retail consulting has previously empowered businesses with high-level information and data which has enriched retail operations and greater opportunities in the business market. In the last three years an estimated $40 billion in additional revenue has been generated by AI [1].
零售諮詢中的人工智慧以前為企業提供了高級信息和數據，從而豐富了零售業務，並為商業市場帶來了更多機遇。在過去三年中，人工智能帶來了約 400 億美元的額外收入 [1]。

The advent of data-driven retail consultation and increased customer expectation are the base of today’s dynamic retail industry. With the blend of purchase, sales, and digital channels, retailers can revolutionize their retail channels and become market leaders. There are an enormous number of ways in which AI shapes retail consulting:
數據驅動型零售諮詢的問世和客戶期望的提高是當今充滿活力的零售行業的基礎。結合購買，銷售和數字渠道，零售商可以革新其零售渠道並成為市場領導者。 人工智慧影響零售諮詢的方式有很多種：

1. Demand Forecasting: Mining data from the market, consumer data, and competitor data, AI business intelligence tools predict industry shifts and make effective changes in a company’s marketing, merchandising, and business strategies.
   需求預測：人工智慧商業智能工具從市場，消費者數據和競爭對手數據中挖掘數據，以預測行業變化並有效地改變公司的營銷，銷售和業務策略。

2. Guided Discovery: Customers develop confidence in the purchase decision as automated assistants help narrow down the selection by recommending products based on the customer’s needs, preferences, and fit.
   引導發現：客戶會意識到對購買決策的信心，自動助理可以根據客戶的需求，喜好和合適程度推薦產品，從而幫助縮小選擇範圍。

3. Responsive R&D: Deep learning algorithms collect and interpret customer feedback and sentiment, and purchasing data, to support the next-generation product and service designs that will best satisfy customer market preferences.
   響應式研發：深度學習算法收集並解釋客戶的反饋和情感以及購買數據，以支持最能滿足客戶市場偏好的下一代產品和服務設計。

4. Inventory Management: AI in marketing has created better demand forecasting. The mining data from the market, consumer data, and competitor data, AI business intelligence tools the predicting industry shifts and make proactive changes to a company’s marketing, merchandising, and business strategies. This also affects supply chain planning, pricing, and promotional planning.
   庫存管理：營銷中的人工智慧創造了更好的需求預測。 人工智慧商業智能從市場，消費者數據和競爭對手數據中挖掘數據，以預測行業變化並主動更改公司的營銷，商品和業務策略。這也會影響供應鏈計劃，定價和促銷計劃。

5. Dynamic Outreach: Advanced CRM system and marketing systems learn consumer behaviours and preferences by repeated interactions to develop a detailed customer profile and utilize this information to deliver effective and personalized outbound marketing — tailored recommendations, rewards, or content.
   動態外展：先進的客戶關機管理系統和營銷系統通過反复互動來了解消費者的行為和偏好，以開發詳細的客戶資料，並利用此信息進行有效且個性化的出站營銷-量身定制的建議，獎勵或內容 [2]。

6. Visual Curation: Algorithmic search engines translate real-world browsing into digital retail opportunities by allowing customers to discover new or related products using image-based search and analysis — reducing the recommendations based on aesthetics and similarity.
   視覺策展：算法搜索引擎允許客戶使用基於圖像的搜索和分析來發現新產品或相關產品，從而將現實世界中的瀏覽轉化為數字零售機會-減少基於美觀和相似性的推薦。

4

Competitive Analysis
競爭分析

IBM Watson has been a pioneer in AI functions, prominently the virtual assistant market. Through continual evolution and multiple challenges, the creators have been successful in transforming a stateless developer API into an external customer care application designed to address and solve business challenges and customer problems.
IBM Watson一直是AI功能的先驅，主要是虛擬助手市場。通過不斷的發展和多重挑戰，創建者已經成功地將無狀態開發人員API轉換為旨在解決和解決業務挑戰和客戶問題的外部客戶服務應用程序。

First Contact Resolution
首要联繫解決

With the historic call and chat volumes, IBM Watson assists contact centers and help desks in providing successful solutions in less time. While addressing these issues, IBM Watson focuses on two critical issues: getting customer engagement and understanding their needs and problems clearly using the best intent recognition model among other competitors.
通過具有歷史性的呼叫和聊天量，IBM Watson可以幫助聯繫中心和服務台以更少的時間提供成功的解決方案。在解決這些問題時，IBM Watson專注於兩個關鍵問題：使用其他競爭對手中最佳的意圖識別模型來吸引客戶，並清楚地了解他們的需求和問題。

Customer engagement includes messaging, phone, home screen, WhatsApp, and web chat integration as a replacement to the legacy Interactive Voice Response (IVR) in addition to natural sounding voice with the use of advanced AI.
客戶參與度包括消息傳遞，電話，主屏幕，WhatsApp和Web聊天集成，以替代傳統的交互式語音響應（IVR），以及使用先進的AI產生自然的語音。

Technology Integration
技術整合

With an open ecosystem, Watson helps businesses to connect their tools, systems and applications they’ve already invested in, while contributing to an enriched end-to-end experience and incorporating logging and event webhooks, service desk integrations and content source crawlers.
借助開放的生態系統，Watson可以幫助企業連接其已投資的工具，系統和應用程序，同時為豐富的端到端體驗做出貢獻，並結合日誌記錄和事件Webhook，服務台集成和內容源爬網程序。

Complex FAQs
複雜常見問題

While bringing solutions to the above issues, Watson also scales beyond simplistic FAQ bots by increasing complex usage cases. This is enhanced with its core functionality of transferring between entities, intents and dialogue with auto-learning and language expansion.
在為上述問題提供解決方案的同時，Watson還通過增加複雜的使用案例來擴展到超越簡單FAQ機器人的範圍。通過其在實體，意圖和對話之間進行轉移以及具有自動學習和語言擴展功能的核心功能，該功能得到了增強。

5

The Future of IBM Watson and AI
國際商務機器「華生」和人工智慧的未來

With AI being estimated to be the largest contributor to World GDP by 2030, with approximately $16 trillion, the future of IBM Watson is incredibly promising. From cognitive software development to deep operation research, current AI systems such as IBM Watson will likely leave their mark on every possible business landscape by the end of the decade [5].
據估計，到2030年，人工智能將成為世界生產力的最大貢獻者，約為16萬億美元，國際商務機器「華生」的未來令人難以置信。從認知軟件開發到深入的運籌學，到本世紀末，諸如「華生」之類的當前人工智慧系統可能會在所有可能的業務領域中留下自己的印記 [5]。

• Personalisation With AI: With data mining opportunities, both internally and externally, merchants and businesses can gain the insights into the preferences of similar individuals while getting an opportunity to create appealing offers, incentives, and customised shopping experiences.
  人工智慧的個性化：利用內部和外部的數據挖掘機會，商人和企業可以洞悉相似個人的喜好，同時獲得創造誘人的優惠，激勵措施和個性化購物體驗的機會。

• Cross Channel Fulfilment: The use of AI and machine learning can assist significantly in understanding complex relationships between customers and products, and optimising the use of inventory and reducing stock-outs and lead times.
  跨渠道目标實現：人工智能和機器學習的使用可以極大地幫助理解客戶和產品之間的複雜關係，並優化庫存的使用並減少缺貨和交貨時間。

• Shaping Demand With AI: With IBM Watson and further use of AI, business and organisations can offer enhanced product offerings. Further, AI can assist in curating needs and improving customer experience while reducing the likelihood of an unexpected shock to inventories.
  人工智慧的需求塑造：借助國際商務機器「華生」和對人工智慧的進一步使用，企業和組織可以提供增強的產品。此外，人工智能可以幫助滿足需求並改善客戶體驗，同時減少意外衝擊庫存的可能性

6

CONCLUSION
结论

IBM’s Watson has emerged as a leading technology; its operational intelligence across the entire chain of AI services forms a powerful combination with IBM’s vision of becoming an integrator of AI. In the consulting industry, these services have helped firms drive the reinventions of workflows and procedures. It has enhanced capabilities and performance to improve the outcome and quality of services for the customers, employees, and stakeholders [4].
IBM Watson已成為領先的技術，其在整個AI服務鏈中的運營情報與IBM成為AI集成商的願景形成了強有力的結合。在諮詢行業中，這些服務已幫助公司推動工作流程和程序的重塑。它具有增強的功能和性能，可以改善為客戶，員工和利益相關者提供的服務的結果和質量 [4]。

Implementing this technology in a consultancy will help the experts uncover insights from the data, in turn helping them to make better decisions and operationalize analytics, and revolutionizing the way that they address their dynamic customer needs. AI technology is rapidly changing the way businesses operate. Its growth has a great effect on the development of the world, and is the best way to adapt to the future of any market.
在諮詢公司中實施該技術將有助於專家從數據中發現问题，進而幫助他們做出更好的決策和運營分析，並徹底改變他們滿足不同客戶需求的方式。人工智能技術正在迅速改變企業的運營方式。它的增長對世界的發展有很大的影響，並且在未来是適應任何市場的最佳方法。

7

References
參考

1. V. P. Semenov, V. V. Chernokulsky and N. V. Razmochaeva, "Research of artificial intelligence in the retail management problems," 2017 IEEE II International Conference on Control in Technical Systems (CTS), 2017, pp. 333-336, doi: 10.1109/CTSYS.2017.8109560.

2. Oosthuizen, K., 2021. Artificial intelligence in retail: The AI-enabled value chain - Kim Oosthuizen, Elsamari Botha, Jeandri Robertson, Matteo Montecchi, 2020. [online] SAGE Journals. Available at: <https://journals.sagepub.com/doi/abs/10.1016/j.ausmj.2020.07.007>

3. Alexis Peralta Pinedo,.2018. Front cover The Era of Cognitive Systems: An Inside Look at IBM Watson and How it Works. Academia

4. Russo-Spena, T., Mele, C. and Marzullo, M., 2018. Practising Value Innovation through Artificial Intelligence: The IBM Watson Case. Journal of Creating Value, 5(1), pp.11-24.

5. Focus on Powder Coatings, 2021. Evonik Joins the MIT-IBM Watson AI Lab to Accelerate Innovation with Artificial Intelligence. 2021(6), p.5.

---