Replacing human agents with AI, matching it to the right sales workflow:
> âSo we watched how this was going very closely,â he said. âWeâd review transcripts from the early customer interactions, verbatim transcripts, to see how people are reacting in a conversation with Watson â because they didnât know it was Watson.â
>
> Kalinsky found reassurance in particular from a Watson-customer conversation that occurred one night at about 2 a.m., in which Watson closed a sale, then thanked the customer and asked if there was anything else the customer needed.
>
> The customer replied, ââNo, thank you, youâve been wonderful, I appreciate it. You know, we late night workers have to stick together.ââ
>
> That customers were not put off by (or know they were) interacting with Watson was a positive step. But Kalinsky and his team also found that using Watson with auto insurance customers wasnât getting the sales traction they wanted. âWe did no harm, but we couldnât get the improvement we were holding ourselves accountable for. So we said, âmaybe this application is just a little too structured to really feel the benefit.ââ
>
> So they re-directed Watson at selling renterâs insurance: âWe were able to reconfigure it because it was a slightly less complicated applicationâŠin a way that we eliminated some of the traditional flow in the application, but then we mitigated the disruption to a customer who didnât know what to expect next by layering in Watson. Bottom line: we achieved a 40 percent increase in our closure rate on those policies, it was a tremendous success.â [www.enterprisetech.com/2019/02/2…](https://www.enterprisetech.com/2019/02/26/geico-walks-with-watson-on-ai-journey/)
