Case Study: Hackabouts


A client with call centre staff providing support to customer questions was interested to determine if a particular technology set, in this case Rainbird’s cognitive reasoning engine and IBM Watson’s NLP, could automate not only FAQ and triage type questions from customers, but also more complex resolver group needs.



The Heron and client team began day 1 with a 3 hour workshop to clarify the use case and acceptance criteria. Heron went into two 8hr sprints with a show and tell at the end of each for the nominated client product owner.



The client was given an hour to play with the prototype after which a feedback session explained the architecture, clarified questions, discussed how a PoC could build on the confidence provided during the hack-a-bout that this technology set can achieve what the client needs for their sales agents.