[October 25, 2016] |
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Staples' "Easy Button" Comes to Life with IBM Watson
Staples
(NASDAQ: SPLS) announced today that it has reached the next phase of its Staples
Easy System pilot program, unveiling the new cognitive-enabled "Easy
Button" office supply reordering system which integrates IBM's (News - Alert) Watson
technology to simplify office supply management for Staples Business
Advantage Customers.
This Smart News Release features multimedia. View the full release here:
http://www.businesswire.com/news/home/20161025006273/en/
Staples (News - Alert) has reached the next phase of its Staples Easy System pilot program, unveiling the new cognitive-enabled "Easy Button" office supply reordering system which integrates IBM's Watson technology to simplify office supply management for Staples Business Advantage Customers. (Photo: Business Wire)
The Staples Easy System brings the "on-demand" world to businesses,
allowing customers to order anytime, anywhere, from any device they
prefer. By tapping into IBM's Watson Conversation service, Staples now
offers a seamless ordering interface for customers across the Staples
Easy System ecosystem - whether it's via Staples' proprietary
next-generation Easy Button, through the app, text, email, over Facebook (News - Alert)
Messenger or with a Slackbot. The Watson-enabled interface simplifies
the customers' shopping experience, allowing them to quickly reorder
supplies, track shipments or chat about customer service needs.
In addition to facilitating simpler interactions with customers,
cognitive capabilities built into the system and powered by a
combination of Watson Knowledge Studio and Staples' own internal
personalization APIs will help the Staples Easy System learn more about
each businesses' preferences over time, including their preferred
products and quantities. Eventually, the system will even be able to
make product and services recommendations based on the customer's
current needs.
"Staples and IBM have combined the power of Watson technology with
Staples' expertise in helping small and medium businesses to transform
how companies shop for everything they need for their office," said
Faisal Masud, executive vice president, eCommerce and customer
experience, Staples. "With the Easy System, administrators will have
greater overall management of their organizations' procurement
processes, ultimately saving them time they can instead spend on running
their office. It's the assistant's assistant."
Since announcing
the Staples Easy System solution earlier this year, Staples' Applied
Innovation, e-Commerce and IT teams have been working on adding features
and services to benefit business customers, including:
-
Speech-to-text capability, translating the inbound audio stream from
the customer to Staples, which then allows for recognition of what
they want to order or ask the Easy System.
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The ability to view and playback all requests received from the
customer's Easy Button, allowing both the customer and Staples to
listen to captured audio, review submissions from any of their devices
and verify the requested items.
-
Strengthening the customer service chat feature with IBM's Watson
Conversation service, allowing the system to quickly respond to common
requests, like checking on product availability.
-
Self-monitoring status updates through an API that sends a request to
the Easy System from the Easy Button to check if button is online or
not. If the Easy System detects that button is not online then it will
send an email to the customer to alert them before the next time they
try and make an order.
"A critical component of Watson's technology is engagement, facilitating
better interactions between brands and consumers, deepening connections
and enhancing how people engage," said Steve Abrams, distinguished
engineer and vice president of developer advocacy, IBM Watson. "Our
collaboration with Staples puts cognitive in the palm of the consumer's
hand, streamlining business operations and creating a frictionless
customer experience."
The Easy Button is being rolled out via Alpha Test to a small subset of
Staples Business Advantage customers in the Austin, TX market. This will
be followed by a broader Beta Test rollout to over 100 additional
customers in Austin and New York before the year-end.
Staples is continuing to investigate other applications for the Easy
System technology, including integrating additional Watson-related APIs
in the future that could help with other tasks like booking a flight,
ordering flowers or even making dinner reservations. Other future
applications could come from the Easy Button's "Internet of Things"
capabilities, allowing it to connect to, and communicate with, other
smart devices, like a printer that tells the button when it's low on
toner.
Businesses interested in learning more about the Easy System, including
how to sign up to be a Beta customer, can visit www.staples.com/easy.
The Alpha and Beta tests of the Easy Button are part of a larger
initiative from Staples to make easier shopping happen, which also
includes the recently announced "Scan
My List" functionality for Staples'
iOS mobile app, which lets a customer scan their shopping list or
even take a picture of their breakroom to generate a Staples.com order.
About Staples, Inc.
Staples retail stores and Staples.com help small business customers make
more happen by providing a broad assortment of products, expanded
business services and easy ways to shop, all backed with a lowest price
guarantee. Staples
offers businesses the convenience to shop and buy how and when they want
- in store, online, via mobile or though social apps. Staples.com
customers can either buy online and pick-up in store or ship for free
from Staples.com with Staples Rewards minimum purchase. Expanded
services also make it easy for businesses to succeed with in-store
Business Centers featuring shipping services and products, copying,
scanning, faxing and computer work stations, Tech Services, full-service
Print & Marketing Services, Staples Merchant Services, small business
lending and credit services.
Staples
Business Advantage, the business-to-business division of Staples,
Inc., helps mid-market, commercial and enterprise-sized customers make
more happen by offering a curated assortment of products and services
combined with deep expertise, best-in-class customer service,
competitive pricing and state-of-the art-ecommerce site. Staples
Business Advantage is the one-source solution for all things businesses
need to succeed, including office supplies, facilities cleaning and
maintenance, breakroom snacks and beverages, technology, furniture,
interior design and Print & Marketing Services. Headquartered outside of
Boston, Staples, Inc. operates throughout North and South America,
Europe, Asia, Australia and New Zealand. More information about Staples
(NASDAQ: SPLS) is available at www.staples.com.
View source version on businesswire.com: http://www.businesswire.com/news/home/20161025006273/en/
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