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.
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.
Bolton College used IBM Watson to build a virtual assistant that enhances teaching, learning and information access
Bolton College in the United Kingdom used Watson Conversation service to build "Ada," a virtual assistant that enhances teaching, learning and student access to information. The chatbot can already respond to over 2,000 questions across multiple domains. With this implementation the college is shaping how students learn, while saving money.
ABC recently profiled 13-year-old Canadian tech prodigy Tanmay Bakshi who started using computers at five, launched his first app at nine, and has been working with IBM's cognitive APIs for a few years now. In 2013 he built "tTables," an app to help kids learn multiplication, a huge achievement for a child who loves to code but is largely self-taught.
Cognitive computing is already redefining the retail industry worldwide. 91% of retail executives familiar with cognitive computing believe it will play a disruptive role in their organization. Opportunities for cognitive insights in the retail industry will continue to grow in the near future. Learn more.
Watson helps ad agency Rocket Fuel interpret millions of articles to identify sentiment, and negative and positive keywords, transforming millions of data points into predictive marketing intelligence, and improving brand safety and ad performance.
Very few earn the title of “Distinguished Engineer and Master Inventor” at IBM, but Rama Akkiraju’s contributions warrant the distinction. Akkiraju's teams are responsible for many of Watson cognitive services and leverage AI, psychology, sociology, decision theory and consumer behavior.
Artificial intelligence has been a dream in technology ever since Alan Turing first wrote his seminal paper, Computing Machinery and Intelligence, Now, thanks to advances in hardware power and algorithm design, AI is a growth industry – and it has no shortage of vocal advocates. These are some of the most vocal and influential leaders […]
“Disruptive” is a term that gets bandied about a lot in the tech industry. Every startup du jour slaps the label on their product or service, even when what they’re offering isn’t all that innovative or groundbreaking. But when your technology is truly disruptive—when it has the potential to change society for the better—it can inspire […]