Jonathan Young

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

November 3, 2017 | AI, AI for the Enterprise, Conversational Services

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. more

Top 4 foolproof ways to build better chatbots

May 9, 2017 | AI for the Enterprise, Conversational Services, Developers...

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. more

Getting started with Watson Conversation in 6 simple steps

August 2, 2016 | Developers

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 more

How to keep Millennials as customers

June 9, 2016 | Conversational Services

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 more

Press 1 for a frustrating experience: fixing customer service

June 1, 2016 | Conversational Services

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 more

Advancing customer service with Watson Engagement Advisor

March 16, 2016 | AI for the Enterprise, Conversational Services, Developers...

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 more