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May 2017 - Buyer Case Study - Doc # US42572517

Honda Is Using IBM Watson to Drive Real Changes in Quality Assurance

By: Gard LittleVice President, Global Services Markets and Trends, David SchubmehlResearch Director, Cognitive/Artificial Intelligence Systems, Akihiro KimuraResearch Manager, IT Services, IDC Japan, Heather Ashton

Abstract

This IDC Buyer Case Study examines how an automaker, Honda, implemented a cognitive system using text analytics to help it respond faster to customer feedback. The solution included IBM's Watson Explorer Advanced Edition and has provided Honda a clearer understanding of customer feedback than had been achieved only by humans. Overall results have greatly exceeded expectations, as accelerated responses and deeper understanding of customers' issues have led to reduced costs because identifying warranty issues sooner helps establish technical guidance sooner.


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