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Signed-off-by: Gerry Baird <[email protected]>

docs/l3-sales-boosting-sales-productivity-with-watsonx-orchestrate/demo-preparation.md

@@ -12,9 +12,9 @@ banner: images/Prep-banner.png
 
 | **DEMO OVERVIEW** | | 
 | :---         | :--- |
-| **Scenario overview** | This demo shows how watsonx Orchestrate can be used by sales representatives to assist with cross-sell/upsell opportunities. To illustrate this, you will take on the persona of an insurance seller who uses watsonx Orchestrate to retrieve a list of customers from Salesforce, make product recommendations, then generate a personalized offer that is sent using Microsoft Outlook.|
+| **Scenario overview** | This demo shows how watsonx Orchestrate can be used by sales representatives to assist with cross-sell/upsell opportunities. To illustrate this, you will take on the persona of an insurance seller who uses watsonx Orchestrate to retrieve a list of customers from Salesforce, make product recommendations, then generate a personalized offer that is sent using email.|
 | **Products used <br/>in this demo** | IBM watsonx Orchestrate |
-| **watsonx Orchestrate<br/>Skills used<br/>in this demo** | IBM watsonx.ai generative AI; Salesforce; Microsoft Outlook; Embedded decision automation|
+| **watsonx Orchestrate<br/>Skills used<br/>in this demo** | IBM watsonx.ai generative AI; Salesforce; Gmail; Embedded decision automation|
 | **Demo script** | A complete demo script is provided [here](demo-script). (This link takes you to the second tab at the top of this page). <br/><br/>This demo script has multiple tasks that each have multiple steps. In each step, you have the details about what you need to do (**Actions**), what you can say while delivering this demo step (**Narration**), and what screenshots you will see.<br/><br/>This demo script provides a suggested narrative. You are welcome to customize it based on your sales opportunity. You can increase your ability to describe the value of watsonX Orchestrate by taking the watsonx Orchestrate Level 2 learning (<a href="https://yourlearning.ibm.com/activity/PLAN-7C5500E80F26" target="_blank" rel="noreferrer">IBM</a> <a href="https://learn.ibm.com/course/view.php?id=13175" target="_blank" rel="noreferrer">BP</a>).  Most importantly, practice this demo in advance. If the demo seems easy for you to do, the client will focus on your messaging and appreciate the simplicity of this product. If the demo seems difficult to use, the client will come away with the impression the product is difficult to use. Remember, practice makes perfect. |
 | **Applicable learning<br/>plans and badges** | This demo is used in the following learning plans: <br/> • watsonx Orchestrate Level 3 for Sales <a href="https://yourlearning.ibm.com/activity/PLAN-07001C92F201" target="_blank" rel="noreferrer">IBM</a> <a href="https://learn.ibm.com/course/view.php?id=15985" target="_blank" rel="noreferrer">BP</a>  <br/> •  watsonx Orchestrate Level 3 for Technical Sales <a href="https://yourlearning.ibm.com/activity/PLAN-B4BFAE1FED99" target="_blank" rel="noreferrer">IBM</a> (BP learning plan coming Q2 2024)<br/> |
 | **How to get support** | • IBMers can use the <a href="https://ibm.enterprise.slack.com/archives/C06HT5PHLN9" target="_blank" rel="noreferrer">#ba-techlcd-support</a> Slack channel.<br/> • If you are a business partner and require assistance, please open a support case at: <a href="https://techzone.ibm.com/help" target="_blank" rel="noreferrer">IBM Technology Zone Help</a>.<br/>|

docs/l3-sales-boosting-sales-productivity-with-watsonx-orchestrate/demo-script.md

@@ -22,14 +22,14 @@ Prior to watsonx Orchestrate, agents in this insurance office dedicated a few ho
 Unfortunately, agents in this office are facing a number of challenges that prevent them from performing at their best:
 - Searching their Salesforce system effectively for sales opportunities is time consuming and requires a lot of skill... skills that not everyone on the team possesses, especially new hires who need to be trained.
 - Matching customer circumstances to the most optimal and competitive products is time consuming and requires expert product knowledge. The information about products, customers, and policies is spread over multiple systems and spreadsheets.
-- Multiple systems and applications are used to perform customer outreach (Salesforce, Outlook, and so on). It takes time to switch between these applications to find the required information. Data is copied and pasted between applications and inevitably errors are made.
+- Multiple systems and applications are used to perform customer outreach (Salesforce, email, and so on). It takes time to switch between these applications to find the required information. Data is copied and pasted between applications and inevitably errors are made.
 - There isn't time to create a personalized email for each customer so instead, sellers use templates...but they know that the emails that are produced this way are often ignored by their customers.   
 
 Let's look at how this prospecting work can be done more effectively with watsonx Orchestrate.
 - We’ll use a chat interface to extract data from Salesforce that leverages a pre-configured search to find customers with recent life events.
 - We’ll match these customers to the most suitable and competitive products using an AI-infused automation that represents the digitized business knowledge of a product expert. 
 - Instead of using an email template, we’ll feed the customer information and recommended product details into a generative AI model. This model will draft a prospecting email that a human-in-the-loop can review and edit with any specific information for this customer.
-- Finally, we’ll automate the creation and dispatch of the email, but we won’t have to open Outlook and copy over email addresses, email text, or product info.  <br/><br/>
+- Finally, we’ll automate the creation and dispatch of the email, but we won’t have to open the email app and copy over email addresses, email text, or product info.  <br/><br/>
 
 Let's get started.
 
@@ -95,9 +95,9 @@ Let's get started.
 
 <br/>
 
-| **3.2** | **Use watsonx Orchestrate's built-in Microsoft Outlook skill to send a personalized email to the client** |
+| **3.2** | **Use watsonx Orchestrate's built-in Gmail skill to send a personalized email to the client** |
 | :--- | :--- |
-| **Narration** | IBM watsonx Orchestrate launches its out-of-the-box Outlook skill and pre-fills an email form with the contact details for **John Collins** and the generated content containing the proposal. The insurance seller can now review the generated content for accuracy and add any further information to ensure the proposal is relevant to the customer. <br/><br/>The IBM provided generative AI models are specifically trained on curated data to produce output suitable for business purposes, but it is still important for an agent to review it. This 'human in the loop" approach is vital, clients want to save time by leveraging AI to generate the bulk of the content, but they still want their agents to have overall control. <br/><br/>Since we're using a built-in skill to handle the Outlook email the agent doesn't need to open their Outlook client; note how the **To** and **Subject** fields have been pre-populated and the AI-generated text has been inserted into the **Content** field.|
+| **Narration** | IBM watsonx Orchestrate launches its out-of-the-box Gmail skill and pre-fills an email form with the contact details for **John Collins** and the generated content containing the proposal. The insurance seller can now review the generated content for accuracy and add any further information to ensure the proposal is relevant to the customer. <br/><br/>The IBM provided generative AI models are specifically trained on curated data to produce output suitable for business purposes, but it is still important for an agent to review it. This 'human in the loop" approach is vital, clients want to save time by leveraging AI to generate the bulk of the content, but they still want their agents to have overall control. <br/><br/>Since we're using a built-in skill to handle the Gmail email the agent doesn't need to open their email client; note how the **To** and **Subject** fields have been pre-populated and the AI-generated text has been inserted into the **Content** field.|
 | **Action** &nbsp; 3.2.1 | Review the generated email (edit if necessary) and discuss the text generated by watsonx.ai that was automatically inserted into the **Content** field.<br/> <img src="images/3-1-4.png" width="800" /><br/><br/>**Note:** LLM's are typically non-deterministic. This means that for the same input prompt, it can generate different output...especially if other parameters have been changed. The models are constantly retraining and evolving, so your output may differ from this image. The model used in the demo has not been fine tuned with insurance industry knowledge. Clients deploying these models can fine tune them with product knowledge and provide examples of the content to be generated.|
 | **Action** &nbsp; 3.2.2 | Perform the following steps:<br/><br/>1. Change the email address in the **To** field to your own email.<br/>2. Scroll down and click **Apply** at the bottom of the watsonx Orchestrate chat window.<br/><img src="images/3-1-5.png" width="800" /> <br/>IBM watsonx Orchestrate will tell you that the email was sent.<br/> <img src="images/3-1-6.png" width="800" />|