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 is a provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
Published: Friday, June 27, 2014