Presented by Toby Woolfe, Big Data Automotive Leader at IBM to the White Clarke Group - Auto Captives Summit January 2018

1. © 2018 IBM Corporation
IBM outlines the top challenges for the auto finance
industry to use big data to engage its customers
Toby Woolfe, Industry Solutions Business Development Executive
Toby.woolfe@uk.ibm.com +44 7795 328742

2. IBM

3. Challenge 1 – creating a centralised view of the car finance customer
https://www.youtube.com/watch?v=Ld5u8y1mgIc
Toyota Financial
Services US
uses Watson to
create a 3600
view of the
customer
Video 1:04

4. Challenge 2 – harnessing all the available data to sell cars
Connected cars deliver:
• Sales of fuel, parking & tolls
• Driver services – e.g. driving skills, location based triggers & offers
• Dealer offers – e.g. repairs and maintenance offers
• 3rd parties – cities’ traffic departments, weather feeds, salt trucks
• R&D – analysis of actual product usage to guide engineers
Question: Who owns the data?
https://www-03.ibm.com/press/us/en/pressrelease/52595.wss

5. Challenge 3 – driving efficiency in customer contact during the sales cycle

6. KPIs Target Result as of March 2017
(Feb.20-Mar.21)
Evaluation
Operator
Productivity
Beginner Speech
Time
10%↘
8.9%↘
(273.1sec/ -26.8sec) *
◯
Holding
Time
17.3%↘
(69.6sec/ -14.6sec) *
◯
Experienced Speech
Time
3.6%↘
(227.5sec/ -8.6sec) *
△
Holding
Time
0.1%↘
(58.8sec/ -0.1sec) *
△
Watson
Performance
Correct Answer Rate 80% 99.5% ◯
Speech Recognition
Rate
80% 92.1% ** ◯
Example – driving efficiency in car finance call centres by having Watson
listen to the conversation and prompting the agent with the right information
to progress the call

7. Challenge 4 – digitisation of the car buying process

8. Challenge 5 – digitisation of the customer engagement
https://www.ibm.com/blogs/think/2017/11/end-of-the-car-manual/

9. Example – Rachel the
credit card advisor
https://youtu.be/khr-eWGhTSI?t=2m
Video 3:05
Challenge 6 – crossing “uncanny valley” in human-machine sales engagement

10. Challenge 7 – increasing customer buying habits whilst driving
https://www.ibm.com/blogs/internet-of-
things/zf-ubs-ibm-vehicle-payments/

11. Challenge 8 – the shift to mobility services as a way to buy the use of cars

12. Challenge 9 – GDPR and the Neutral Server
• IBM launches a neutral data broker allowing car manufacturers to monetize telematics data
• Respects the privacy laws of European Union.
• For example we make the data available to insurance companies with the drivers permission.
• IBM is not becoming owner of the data, we only do an intelligent and secure routing for example for BMW
& Daimler
http://cardatafacts.eu/vehicle-data-available-service-providers/

13. Challenge 10 - electrification
Role in the project:
IBM will develop, design and provide the core technology to realize and demonstrate the NeMo
Hyper-Network with the partners. IBM has considerable experience as end-to-end solution
integrator as well as in vehicle to infrastructure communication (devices, protocols, standards).
Furthermore, IBM will provide to the project expertise originating from international electro-mobility
and smart grid projects. IBM will be responsible for the Reference Architecture of the NeMo
Hypernetwork and the functional design. IBM will be responsible for the system integration and
technical validation. IBM provides the Cloud platform-as-a-service (IBM Bluemix) environment for IT
service developers to run and deploy innovative solutions in the open NeMo Hyper-Network.
http://nemo-emobility.eu/

14. Conclusions
• Data availability is increasing at a rapid pace
• Disruption is normal and coming at everyone from everywhere
so become a disruptor or become disrupted!
• Improving efficiency is a good starting point for projects
• The prize is customer loyalty, and more repeated purchases
• Maturity on the roadmap…where are you and where do you want
to be?