Today, I’m excited to announce that Watson Conversation has evolved to Watson Assistant. It has the same features that you use today, and we’re adding a new set of features to make it easier for enterprise customers to deliver personalized and engaging experiences. If you were already using Conversation, there is no action needed to […]
If there's one thing that business leaders should take on board in 2018, it's this: customers will not wait around for you anymore. Today, customers want seamless customer experiences that deliver what they want, how they want it, right now. Businesses must do more to reduce customer effort, and it is a trend that contact center managers cannot ignore.
Using IBM Watson, Bradesco implemented a virtual agent, Bradesco Inteligência Artificial, to assist employees and customers in answering their questions about bank products. Since the implementation, Bradesco sees customer satisfaction levels of higher than 85%, with 94% of queries being handled by the virtual agent.
Call centers executives face the constant challenge of meeting customer expectations and business cost goals. Customers prefer interacting with virtual agents, and are choosing messaging over phone calls for issue resolution. This Forrester report outlines the trends that will enable call centers to become smarter and more strategic.
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.
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.
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.
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.
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.