News : IBM Watson Goes to Work in the Customer Service Department
June 25, 2014 -- Supercomputer and gameshow provider Watson is being put to use in the call centre through a new partnership that will see IBM Watson’s technology used to improve customer service experiences.
The power of Watson, IBM’s supercomputer, is being tapped to improve the way brands engage clients across customer service, marketing and sales.
Customer experience and contact centre solution provider, Genesys has partnered with IBM to augment customer service agents. The agreement between IBM Watson and Genesys aims to develop a learning system that combines the Watson Engagement Advisor with the Genesys Customer Experience Platform. It will take advantage of IBM Watson’s natural language solution, which learns, adapts and understands market and organisational data quickly and easily, and gets progressively smarter with use, outcomes, and new pieces of information.
The IBM Watson and Genesys solution will aid and assist a brand’s customer service agents to provide fast, data-driven answers, or simply sit directly in the hands of consumers via mobile device, chat session or online interaction. In one simple click, the solution’s ‘Ask Watson’ feature can quickly help address customers’ questions, offer feedback to guide their purchase decisions, and troubleshoot their problems.
The partnership with Genesys follows IBM’s formation of the IBM Watson Group in January 2014, a business unit dedicated to the commercialisation of cloud-delivered cognitive technologies, in which Watson is focusing his attention on bringing the cognitive experience to the healthcare, finance, marketing and service industries.
Posted by Veronica Silva Cusi, news correspondent
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Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Published: Friday, June 27, 2014
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