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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