Jonathan Young

November 3, 2017

AI is redefining customer service. Does your call center stack up?

More than 62% of customers will consider switching to a competitor after only 1-2 bad experiences with a brand. New technologies like AI and chatbots are allowing brands to offer always-on self-service, at scale, cheaper than ever before. Spend 5 minutes or less to answer 8 questions and find out how your customer service stacks up.

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May 9, 2017

Top 4 foolproof ways to build better chatbots

Successful bots need to be truly customer-centric, solve a real problem, and work reliably across devices, platforms and channels, 24x7. The key is to focus on one channel before expanding to other environments and grow engagement. Businesses need to continuously improve their bots based on feedback and know when to start over. Learn four ways to ensure your chatbots are the best they can be.

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February 10, 2017

How Staples is making customer service “easy” with Watson Conversation

Ask any office manager about ordering supplies and you’re likely to get a few groans. Overseeing office procedures requires a level of complexity as customer expectations continue to grow. Shoppers today are looking to order exactly what they want, when they want it, no matter the time or place. Office products and services superstore and […]

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August 2, 2016

Getting started with Watson Conversation in 6 simple steps

You’ve heard the hype about bots. You understand the opportunity, but you’re not sure if you have the right skills. You’re interested in building a bot, but you don’t know where to start. Sound familiar? With the launch of Watson Conversation, we’ve designed a service that can allow almost anyone, even users without deep technical […]

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June 9, 2016

How to keep Millennials as customers

If pop culture is to be believed, then our relationship with machines is something to be nervous about. Sure, C3PO is great, but for every instance of fictional technology helping mankind, there are many more Skynets just waiting to finish us off. Thankfully, the actual partnership between man and machine has never been closer. The […]

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June 1, 2016

Press 1 for a frustrating experience: fixing customer service

It’s fair to say that when a customer has a problem, he or she would like it solved quickly, simply and with as little frustration as possible. Sometimes customers can find what they need on the web or perhaps in a mobile app, but very often, customers reach for the phone in the hope of […]

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March 16, 2016

Advancing customer service with Watson Engagement Advisor

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 […]

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