Cognitive computing has matured dramatically in the last few years. It is now capable of fulfilling its longstanding but unrealized promise of assisting humans to make effective decisions on complex issues absent of pre-conceived bias. It can do this based on millions of data points, and use learning of what has, and hasn't been successful in the past. These capabilities are made possible through advances in a number of key technologies:
IBM's World of Watson (WOW) 2016 at the Mandaly Bay Hotel, Las Vegas this week is providing a great glimpse into that future (or is it "present"?). Uses of the Watson technology to support industries as diverse as healthcare, financial services and manufacturing have been showcased in a great environment.
Imagine the last time you had difficulty on a company’s website and had to contact customer service. Did the CSR ask you multiple questions requiring you to remember exactly what transpired? Were you asked questions that you didn’t know the answer to only to end up frustrated when your issue wasn’t readily understood?
Seamlessly Resolving Online Customer Struggle
Leveraging Advanced Customer Analytics in theContact Center to Drive an Improved Customer Experience.
A Downloadable ThoughtBurst Thought Leadership White Paper
Delivering a consistent experience across digital and contact center channels can be tough. This is compounded as customers are increasingly moving between channels to get their problems solved or issues resolved.