Industry Insights

Cognitive Computing Transformation in the World of AI – Good or Evil?

From man-and-machine contests in Go game to machine (IBM Watson) beating human contestants mercilessly in Jeopardy not too long ago, Artificial Intelligence (AI) technology has become perhaps the most discussed technological topic in recent years. AI is not a single piece of technology but a collective set of disciplines and technology areas that delivers business […]

IBM Watson Field Service Advisor: The cognitive expert for post sales customer support

What should you take with you on a field service call? A lot. Just ask field service technicians. To do their jobs well, they need access to field notes, customer data, service records, tech support databases, knowledgebase articles, inventory and logistics, diagnostic data, service manuals—even social media. Field techs without access to the right data […]

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Are your contact center agents running on low batteries? Power up with IBM Watson Agent Assist.

Inexperienced call center agents. Impatient callers. Constantly changing information. Customer escalations. Are you stressed yet? If you’re not, your agents undoubtedly are. Contact centers have always been challenging to manage, with second- and third-level technical support especially difficult. The customer has already had an interaction (or two) that did not achieve resolution. Expectations are higher […]

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Do your customers require superhuman support? IBM Watson Virtual Agent is on your side.

When it comes to service and support, customers want it all and they want it fast. For starters, they’re stingy with their attention. Before they call a help desk or initiate an online chat, they’re already juggling several tasks. Attention span? Fragmented. Patience? Nonexistent. In fact, 33 percent of Millennials are only willing to wait […]

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Enabling Cross-FAB Operation Capability in MES

It is not uncommon to see the multiple-FAB configuration in modern semiconductor manufacturing site construction that two or more manufacturing FABs are closely built in location with catwalk, pathway, or tunnel linkage to each other (Dual-FAB is most commonly seen). With this specific construction configuration, the shop floors in both manufacturing FABs are inter-connected which […]

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IBM’s Watson is Transforming Post Sales Customer Support

Think about it. In the world of customer support, by the time your customers reach out to you, they’re generally not happy. Typically, they’ve searched for solutions to their problem online and have come up short. They’re bringing tough issues to your agents, because if the problem was easy, they’d solve it themselves. If you […]

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What is a Supply Chain Control Tower?

The concept of a Supply Chain Control Tower has been bouncing around since before the start of the new millennium – and the idea seems obvious at first. An airport control tower visually monitors and manages the use of the resources under its control (runways, gates, and airspace) through observation of, and control, over the […]

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Captives or Outsourcing: What’s the right offshoring business model?

Captives or Outsourcing: What’s the right offshoring business model? Nowadays it’s rare to find a global company that is not running at least part of its core operations from another country. Indeed offshoring is one of the most common ways to optimizing a operations, mainly due to these main reasons: Reduces cost mainly through labor […]

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Wearables: poised to transform manufacturing and service operations

The wearables market is rapidly expanding and evolving. Once used mainly as fad and fitness gadgets, wearable technologies are now poised to drive enterprise efficiencies—as another tool in the technician’s box, or as a way to monitor a remote worker’s environment and efficiency. Electronics companies will need to consider the opportunities and challenges as they […]

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Finding good Blockchain Projects

The emergence of Blockchain technology, creating the ability for companies to share ledgers and build smart contracts around those ledgers, has already been compared to the initial implementation of the World Wide Web.[1] It’s an apt analogy: if you can remember all the way back to the early 1990s (when we started to see “www” […]

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The Problem with Blockchain

Those of us who have worked in the electronics industry for a decade or two have gotten used to Moore’s law.[1] We expect rapid growth not only in the number of devices on a chip, but also in the speed with which new technologies are accepted and integrated into our daily lives. But not every […]

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Contact Centers Look to Cognitive to Address Evolving Client Support Expectations

Contact centers have always been challenged to provide cost-effective customer service. They now face more pressure to improve the post-sales client experience. Clients are looking for more self-serve capabilities, are more likely than ever to hang up, and want answers fast. They also want more options to engage their service provider; text, email and social […]

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Manufacturing Optimization: 4 ways to improve Product Transfers

  Product transfers have been used since the seventies in many industries and they are gaining relevance within electronics given the increased need for speed and flexibility. For over more than a decade, the electronics industry has dealt with a constant decay of profit margins, shorter time to market and an increased demand for product […]

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