The Future of the Call Center

Your agents, Our bots, One dream team.
Customers today expect unified experiences, across channels, 24x7x365. AI and bots can help deliver resolutions, faster than ever before. Is your call center future-ready?

Take the assessment


$1.3T

1.3 trillion dollars spent on 265 billion customer service calls each year. That’s five bucks a call.

265B

$5/call

Enhance customer service. Empower agents. Reduce call center costs.

Are you providing fast, accurate resolutions, regardless of channel? Spend 5 minutes to answer 8 questions and find out how your customer service stacks up.

Take the assessment

See how Watson can engage with your customers and support your agents.

AI + Human Expertise
Complement live agents with virtual agents to scale support and lower costs.
Omni-Channel Solution
Respond consitently on any channel of the customer’s choice
Data Driven
Analyze customer behaviors and preferences in real time, gaining new insight.
Customize Service
Integrate with your existing systems to personalize experiences.

Good afternoon,
how can I help you today?

"I think my credit card was stolen!"

Watson understands hundreds of common customer queries out of the box.

I'm sorry to hear that you may have lost your card. Let's start by confirming your recent purchases.

Since Wendy is already logged in, Watson can tap into customer information in your databases.

"Sounds good."

Did you make a purchase at a department store today for $110.46?

With Watson, an 80% reduction in agent research time to complete calls lets your agents be more productive.

"No, I didn't buy anything today!"

Rest assured you will not be responsible for any fraudulent charges

Watson lets you tailor the responses to match your brand voice.

I'm alerting our fraud department and we will issue you a new card

Watson flags the incident and alerts the fraud department immediately.

Are you still living on Poplar Ave?

Watson Conversation understands natural language.

"Yes, I ordered that online."

Thank you, we'll send you a new card.

Are you still living on Poplar Ave?

Watson Conversation understands natural language.

"No, I moved to 123 Main St., Centertown, PA"

No problem, I'm updating your address now. We'll be sending your replacement card out tomorrow

"Thank you."

I'm glad I could assist you, Wendy. Have a great day!

90%: Estimated success rate of bot interactions in banking by 2022, completed without the assistance of a human agent.

"Yeah"

Thank you, Wendy. We'll be sending your new card out in three days.

"That is unacceptable! I need it sooner!"

I apologize, let me get you a representative to help resolve the matter.

Hi Wendy, I'm Tim, your live agent. Can you please hold for a moment while I try to expedite your card?

"That would be great, thanks!"

Watson Tone Analyzer senses Wendy's mood, and that she needs more help.

Watson is integrated with LivePerson, so customers can seamlessly deflect to an agent if needed.

"I'm trying to pay my phone bill but can't modify my billing address."

70% of customers prefer to use messaging over voice when interacting with brands.

I'm happy to update your billing address for you. What's the new address?

Watson understands the intent of questions and asks for follow up info.

"88 University Place, New York, NY"

Thanks, your address is updated. Would you like to pay your bill in full?

Watson is able to access customer databases and execute a business process.

"When was the last time I paid it"

I see you paid your bill on September 1. Would you like to pay the new balance of $103.90 now?

With Watson, an 80% reduction in agent research time to complete calls lets your agents be more productive.

"Yes. That sounds good."

Watson Conversation understands natural language.

Thank you. A payment has been applied to account ending 3345.

"Shoot, I don't think I have enough in my account! Undo that!"

Watson Tone Analyzer detects customer sentiment and can react accordingly.

Let me get you a live agent who can help.

"Great, thanks."

Hi, Jeremy. I'm Tim, your live agent. I understand you're having a billing issue?

Watson is integrated with LivePerson, so customers can seamlessly deflect to an agent if needed.

"No, I can't pay my balance in full. Can I pay half now?"

We can spread your payments evenly across the year with our average-use billing plan. Would you like to enroll?

Watson understands hundreds of common customer queries out of the box.

"Sure."

Watson can be trained to execute a business process, such as enrolling in programs.

Excellent. I've enrolled you in the average-use plan, so your bills will be the same each month.

"Perfect. Thanks."

It's been a pleasure assisting you today, Jeremy.

By 2020, 85% of all customer interactions will be handled without a human agent.

"My power just went out"

I'm sorry to hear that. May I have the address on the account?

"I'm at 23 Main Street in Jamesville, Colorado"

Watson understands the intent and can ask for follow up questions.

Thank you. Our expert technicians are aware of the outage and are working hard to restore your power quickly!

Watson understands hundreds of common customer queries out of the box.

"When will it be back on?"

Your power should be restored by 5pm today.

"No way! What the hell am I supposed to do until then?"

We understand this is frustrating. I'll connect you with a live agent who can provide more detail on the weather outage.

Watson Tone Analyzer detects customer sentiment and can react accordingly.

"OK."

Hi, this is Michelle. Let me talk to our technicians in the field and see how quickly we can restore power.

Watson is integrated with LivePerson, so customers can seamlessly deflect to an agent if needed.

"Glad to hear it."

Your power should be restored by 2pm today. May I help you with anything else?

"All set. Thank you!"

You're welcome. Contact me anytime for updates on storm outages.

By 2020, 85% of all customer interactions will be handled without a human agent.

"I'd like to change my appointment for next week"

It appears you have two appointments for next week. Which appointment would you like to change?

Dr. Susan Smith - May 2, 2017 10:30AM
Dr. Michael Jinks - May 4, 2017 2:30PM

Watson understands hundreds of common customer queries out of the box.

Since Jane is already logged in, Watson can tap into customer information in your databases.

"The Smith appointment"

Great. How can I help you change your appointment with Dr Smith?

"Does she have any availability on May 4th?"

70% of customers prefer to use messaging over voice when interacting with brands.

Dr Smith shows limited availability on May 4th. I've included some additional dates and times to provide options

May 4, 2018 11:30AM
May 4, 2018 2:00PM

Watson Conversation understands natural language.

"None of these work."

I'm sorry to hear that. Can I offer you anything the following day?
May 5, 2018 1:30 PM is open.

With Watson, an 80% reduction in agent research time to complete calls lets your agents be more productive.

"I'm working at that time. I think I should just talk to a real person."

I understand booking appointments can be frustrating. I'll pass you to a live agent who will find a time that works.

Watson conversation understands natural language.

"Sounds good."

Hi, Jane, I'm sorry to see you're having trouble booking an appointment. Is there a time of day that usually works best?

Watson is integrated with livePerson, so customers can seamlessly deflect to an agent if needed.

"I prefer after 5:00 PM."

No problem. Let me see what openings there are for Dr. Smith at that time.

"Thank you."

"Gimme the 11:30"

Ok, I've made the change to your scheduled appointment. You'll receive and email confirmation at jane@example.com in the next few minutes.

"Perfect."

Can I help with anything else?

Since Jane is already logged in, Watson can tap into customer information in your databases.

"No, thank you for your help."

By 2020, 85% of all customer interactions will be handled without a human agent.

Previous question

Join our virtual summit and transform your customer care.

Learn how implementing AI in your call center can cut costs and make happier customers.

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Discover how Watson is using AI to help companies connect with customers in new ways.

Case Studies

time ico 5 mins

With Watson, Autodesk lowered resolution times by 99%.

See full case study

time ico 5 mins

LivePerson

See full case study

Staples is making customer service "easy" with Watson Conversation.

See full case study

News & Trends: AI in Customer Service


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

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How chatbots can help reduce customer service costs by 30%


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INFOGRAPHIC: Need for Change: Move at the Speed of Customer Expectations

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Solutions that Scale.

No matter what your needs,
Watson can help transform your call center.

Solution 1

Contact Center Transformation Services:

Our experts in AI can help strategically transform your contact center with cognitive technologies.

Solution 2

Watson Business Solutions:

Customer Care Virtual Agent

Deploy Watson as level one customer support, automating how you respond to common customer service requests.

Agent Assist

Supports live agents to increase the efficiency of their answer searches and speed of customer response.

Voice of the Customer

Quickly analyze customer feedback and tap into opportunities to improve products and service.

Solution 3

Add-on Solution:

LiveEngage with Watson

Our partnership with market-leading live-chat software provider, LivePerson, allows for seamless hand-off between Watson and a live agent over chat.

Partner with Watson to build the contact center of the future.

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