Reinventing the call center

Driving customer engagement with AI

Download PDF Report

Download PDF report

You might also like:


The Cognitive Enterprise

Read Next


Executive overview

Authors: Atul Gupta

Connect with author:


, Vice President and Senior Partner, Global Cognitive Customer Care, IBM Services,
Prad Paskaran

Connect with author:


, IBM iX Contact Centre Practice Lead, IBM Services,
Brian Goehring

Connect with author:


, Associate Partner, AI / Cognitive & Analytics, IBM Institute for Business Value

Sorry, wrong number

Since the inception of call centers in the 1960s, many people have dreaded landing in a help line phone queue. Often, call centers have been defined by personnel with lack of expertise, language barriers and long wait times. The reason for these problems are manifold, including poor training, lack of access to data, the inability to scale based on uneven demand, not being open on evenings and weekends and an overriding focus on cost take-out over customer satisfaction. But recent improvements in artificial intelligence, machine learning and other cognitive technologies are poised to change everything.


How can IBM help you?

Do you need help with Artificial Intelligence and Consulting Services? Find out why HfS ranks IBM number 1 in cognitive assistant service providers.

Find out more


Related reports
The next big shift in business architectures, driven by applying AI/cognitive technologies to processes and workflows, can create the Cognitive Enterprise.
Artificial intelligence is unleashing a new era in customer experience – but many companies lack the strategy and skills to fulfill AI aspirations.
In the workplace, enterprise chatbots can provide a one-on-one, personalized employee experience.
The pervasive challenge faced by consumer products manufacturers and retailers alike is how to plan and execute as an end-to-end supply chain.