Self-service channels are becoming increasingly popular as customers look for convenient communication and instant information. To meet this demand, more than half of global organizations are using or are planning to use automated customer interaction tools. It’s estimated that customers will manage 85% of their enterprise relationship without interacting with humans by 2020.
As self-service solutions and customer experiences incorporate cognitive capabilities, satisfaction and success rates increase significantly. IBM Watson harnesses the power of cognitive exploration, machine learning, and natural language processing to deliver exceptional solutions for customer service.
We joined Blueworx, a leading IVR provider, for an informative conversation on cognitive customer service. We covered:
-The benefits of self-service and cognitive solutions to your customer service organization
-Use cases for Watson, including virtual agents, customer service assistance, integrated voice solutions, and customer service interaction analysis
-High-level Watson introduction and overview