Customer Engagement

June 19, 2017

Bots for the greater good: 6 chatbots making the world a better place

Chatbots are great for 24x7 customer service, booking hotel rooms or getting weather updates. But others have nobler goals for their bots. Here are 6 inspirational bots powering social good, including bots that help people solve legal issues, quit smoking, meditate, and find voting locations. What will you build?

Continue reading

June 15, 2017

The code of ethics for AI and chatbots that every brand should follow

While chatbots continue to grow in popularity, businesses often overlook important issues related to morals and ethics of chatbots and AI. Customers need to know when they are communicating with a machine, and that brands will protect their privacy and data in today’s interconnected world. Ownership of information shared with a bot is another key ethical consideration and can create intellectual property issues.

Continue reading

June 12, 2017

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

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.

Continue reading

June 7, 2017

What’s in a bad user review? Maybe your next breakthrough

You can learn a lot from customer reviews. Most reviews, even negative ones, can reveal hidden insights on how to create better - even breakthrough - products. Manually reading, categorizing and prioritizing feedback is time-consuming and costly. Learn how Watson Discovery Service can automate this.

Continue reading

May 10, 2017

Chatbots for customer service will help businesses save $8 billion per year

A new study releases this week estimates that that chatbots will help businesses save more than $8 billion per year by 2022, which is a huge increase from the $20 million estimated for this year. In 2022, the success rate of bot interactions in healthcare sector will increase from the current 12% to over 75%, and in the banking sector this will climb to 90%.

Continue reading

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.

Continue reading

May 1, 2017

Top 3 reasons to move from AlchemyLanguage to Watson Natural Language Understanding

Natural Language Understanding has the most complete stack of advanced natural language processing capabilities on the market including identification of entities, relationships, concepts, semantic roles, categories, sentiment and emotion. It retains the core functions of AlchemyLanguage through a simplified API.

Continue reading

April 26, 2017

Watson Tone Analyzer: 7 new tones to help understand how your customers are feeling

We are pleased to announce the launch of a new Tone Analyzer endpoint trained for customer engagement scenarios, trained on customer support conversations on twitter. Tones included are frustrated, sad, satisfied, excited, polite, impolite and sympathetic.

Continue reading

April 25, 2017

10 reasons why AI-powered, automated customer service is the future

From improvements in loyalty and brand reputation to new revenue streams, the pathway to real-time self-service in customer service brings huge opportunities to forward-thinking businesses. Top 10 reasons why AI-powered automated customer service is the future.

Continue reading