IBM makes use of EBA to create an omni-present “digital twin” that supports the human counterparts wherever they may conduct their business. Unlike other dialog management systems that use rule-based reasoning and predicate logic, with EBA you describe your business domain to the machine in a simple, consistent, complete and straightforward way. The Embedded Business AI (“EBA”) framework is an open, hybrid multi-cloud deployable, omni-channel, enterprise-class, digital AI framework that can be used by developers to enable advanced domain-specific process automations for business users. One such extension is the Embedded Business Assistant (or Embedded Business AI). The IBM Sterling Call Center for Commerce experience can also be enhanced by extending what is already available in the application using extensions. These include order entry, item and inventory lookup, processing returns and exchanges, managing alerts and exceptions on orders, customer appeasement, reshipment and modifications of orders as well as price matches.
The IBM Sterling Call Center for Commerce Solution provides the Customer Service Representatives (CSRs) with access to a multitude of critical order fulfillment system features in a UI designed for a call center environment. Integration of Embedded Business AI (EBA) Framework into the IBM Sterling Call Center for Commerce application
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