Customer Service Automation · Enterprise Knowledge Search
IBM Global Sales Incentives needed to improve how it handled seller incentive inquiries because its chatbot still escalated too many questions and manual analyst reviews were taking far longer than target service levels.
Reported impact
GSI sharply reduced inquiry-resolution time, increased the percentage of questions answered automatically, and gave sellers a faster and more personalized support experience.
The IBM Global Sales Incentives team combined IBM watsonx Assistant and IBM Process Mining to redesign how seller incentive questions are answered and escalated. AskIncentives already served as the digital front door for questions about incentives, commissions, sales plays, and sales targets, but unresolved issues still required analysts to manually review inquiries. To fix that, GSI partnered with digital strategy teams to mine the bot's conversation history and the inquiry-tracking tool, revealing excessive hold states, poor root-cause categorization, and slow analyst assignment patterns. Those insights were used to expand the bot's knowledge base, consolidate categories, improve ticket routing, and add personalized profile data such as territory, quota, last payment, and achievement at the start of an interaction. The resulting design links conversational support, process intelligence, and workflow optimization so more routine questions can be answered immediately and analysts can focus on the genuinely complex cases.
Seller questions enter AskIncentives through watsonx Assistant, bot and inquiry-tracking logs are mined by IBM Process Mining, and the resulting insights feed knowledge-base expansion, category cleanup, and improved analyst-routing logic.
"28% of inquiries went into hold status"
"82.5% improvement in the time required to resolve a query"
"the AskIncentives chatbot answered 96% of the 326,525 questions it received"
"the bot receives tens of thousands of questions"
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Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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