Honda's process for gathering customer feedback about issues and classifying this information was extremely time consuming as individuals had to read and classify each message, which averages about 310,000 messages per month in Japan alone. So Honda worked with IBM to implement a cognitive solution using IBM Watson Explorer to help extract and classify the incoming feedback.
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Cognitive applications can learn and react to customer preferences, and then use that information to support capabilities such as confidence-weighted outcomes with data transparency, systematic learning and natural language processing. To make the most of these next-generation applications, you need a next-generation database.
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