The problem space

IBM product managers currently spend an overwhelming amount of time responding to customer NPS feedback. Responding is crucial for maintaining customer satisfaction, but the steps leading up to each response can often drain them of valuable time and energy. After interviewing multiple product managers, we learned that the greatest pain points in the responding process are as follows:

• Completing the Research: manually reading through the customer responses and identifying which product, service or interaction is being referenced and searching through several tools to understand if the feedback relates to existing support tickets or requests for enhancement.

• Completing the analysis: tediously reading through the customer response to understand the main points that need to be addressed

• Crafting the response: drafting a high quality, empathetic, and well researched response to send to the customer who submitted the feedback.

The solution

The watsonx Client/Customer Response Generator blends AI innovation with human interaction and allows product managers to streamline the time it takes to close the feedback loop by auto-generating responses from prompt and RFE (Requests for Enhancements) inputs, potentially saving thousands of hours a year in manual labor.