Blogs

Cognitive Customer Engagement is Here!

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:

Your CSRs do not have to struggle when your customers struggle online:

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?