AI

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. ...read more


Top 7 trends for enterprise call centers and customer service in 2018

October 23, 2017 | AI, AI for the Enterprise, Conversational Services...

The call center space is a significant, growing opportunity, and a powerful tool to transform the success of a brand in today's digital world where customers expect responses 24x7x365. AI and cognitive technologies — notably, chatbot technologies — are dominating the conversation as one of the more interesting disruptors at play. Here are 7 trends we expect to see at enterprise call centers in 2018. ...read more


The future of call centers and customer service is being shaped by AI

October 20, 2017 | AI, AI for the Enterprise, Conversational Services

Customers today expect seamless interactions with brands whenever and wherever they choose. Given a choice, 70% of customers today prefer messaging over voice for customer support. Learn how LivePerson and Watson teamed together to create LiveEngage, the first out-of-the-box integration of Watson-powered chatbots with human agents. ...read more


How Watson Advertising improves decision-making and reduces costs across the marketing lifecycle

October 17, 2017 | AI, AI for the Enterprise, Conversational Services...

The Weather Company’s ad sales business has become IBM Watson Advertising, offering agencies and marketers a portfolio of media, data, and AI solutions to help improve decision-making and reduce costs – from media planning through measurement. ...read more


How chatbots can help reduce customer service costs by 30%

October 17, 2017 | AI, AI for the Enterprise, Conversational Services

Businesses spend $1.3 trillion on 265 billion customer service calls each year. Chatbots can help businesses save by speeding up response times, and answering up to 80% of routine questions. Learn how you can increase productivity and performance at call centers by seamlessly integrating chatbots, AI and live agents. ...read more


How Autodesk sped up customer response times by 99% with Watson

October 12, 2017 | AI, AI for the Enterprise, Conversational Services

Learn how software company Autodesk improved response times by 99% by building a virtual agent (AVA) that interacts with customers and responds to questions in real-time. AVA resolves issues on her own or can collect information to hand over to a human agent along with a full background. Learn how Autodesk used Watson to scale customer service, increase user satisfaction, and answer more inquiries faster and accurately. ...read more


Top 3 sessions to attend at the virtual summit on the future of call centers

October 11, 2017 | AI, AI for the Enterprise, Conversational Services...

Call centers are falling behind expectations as consumers increasingly expect a consistent and cohesive brand experience across channels. Integrating AI and chatbots can help transform your customer service operations from voice to digital, delivering seamless experiences across channels. Attend our Virtual Summit to learn more. ...read more


Why Watson? More accuracy. Less training time. Insanely better CX results

September 21, 2017 | AI, AI for the Enterprise, Discovery and Exploration

Nearly 80% of contact centers say their current customer service systems won’t meet their future needs. Learn how Max Kelsen is using AI to shine a light on customers’ dark data to help them realize greater value from their entire data berg, not just the tip, creating custom knowledge domains 66% faster and with 97% accuracy. ...read more


IBM Study – C-Suite innovators say AI will make biggest impact on personalizing customer experience

September 19, 2017 | AI, AI for the Enterprise, Discovery and Exploration...

We interviewed 3,000 C-suite executives in 20 industries and 90 countries to understand their approach to AI. More than half of them believe AI gives them a competitive advantage by improving customer experience. To compete, organizations are “rewiring” their operating models for speed and responsiveness. ...read more