AI for the Enterprise

Advancing customer service with Watson Engagement Advisor

Share this post:

We’ve all been there. The Internet goes down. Your bank card stops working. Or maybe your ‘go-to’ login is no longer a ‘go-to’. Whether you’re the one making the call or the company fielding the call, there’s one thing that everyone can agree on: customer service needs to be more efficient—and less frustrating.

According to a Customer Rage survey conducted by the Arizona State University’s W. P. Carey School of Business, “brand loyalty lifts only if complaints are satisfactorily resolved. Given that 60 percent of complainants are not satisfied, corporate America is engaging in customer care programs that might actually lose them customers.” Whether the source of the problem is too many automated menus or too few customer service reps, the fact is, nobody wants to spend their time shouting “YES” and “NO” into the phone. Especially when it’s not necessarily going to solve their problem.

Customers want to be treated as individuals, but they don’t necessarily want to speak with a low-level representative who can’t provide answers. So, how can companies leverage better alternatives without increasing exponentially? Certainly the answer is self-service – but in what guise? IBM’s Watson offers an alternative (or a complement) to the IVR systems typically used as the self-service front-end to a Contact Center. Watson Engagement Advisor is cognitive agent that interacts with customers via a smartphone, a browser – even a robot.

Acting as a virtual agent, Watson Engagement Advisor speaks to customers in plain, conversational English. Ask it a question and Watson will quickly find the correct answer based on its training, and deliver that answer clearly. And where it’s not confident that its has the right answer, it will deflect the call to a live agent, greatly reducing call volumes.

We know already that, increasingly, customers want the ability to serve themselves and get answers without having to speak to an agent or visit a store. Making that self-service experience satisfying, natural and cost effective has been an elusive goal – until now.

Discover how Watson Engagement Advisor works


More AI for the Enterprise stories

How to provide a seamless chat experience with ServiceNow and Watson

December 5, 2019 | Conversational Services

The customer service challenge A new generation of customers expect quality service anytime, anywhere, on the channel they choose, and in the language of their choice. If they do not receive immediate support, your business may end up losing a customer. Businesses today can simply not afford to sacrifice their quality of customer service. One more

Building bots with empathy requires finding the right balance

May 6, 2019 | AI, Conversational Services

Research indicates people are more likely to disclose sensitive information anonymously to an AI interface than a human-operated virtual therapy platform. Learn more about how one company has built an empathetic bot to assist with mental health services. more

Behind the Code: Meet Bill Higgins

April 29, 2019 | Developers

We're excited to kick off a new series for the Watson blog, focusing on AI and the developers at IBM Watson. AI is one of the hottest topics in tech, and we want to take a deep dive into AI, but more importantly, for you to get to know the people that help bring Watson to life. To kickoff the series, meet Bill Higgins, distinguished engineer, AI for developers, data and AI. more