Today’s digitally connected, always-on consumers demand unprecedented levels of 24x7x365 customer service
Most call centers are slow to respond due to aging technology and processes that rely solely on Interactive Voice Response Systems (IVR) and human agents. Investing in AI technology can upskill your agents, and streamline how you engage with customers, partners and employees. Watson AI solutions can help.
Empower your agents with tools they know they can rely on.
Sometimes agents are the best people to answer a particular question. With tools that empower your agents, we can help improve their job satisfaction, which leads to higher retention rates. Here's how we do it:
Agent Assist Real-time agent assistant with industry knowledge
AI powered solution that delivers instant answers leveraging your companies structured and unstructured data
Assists agents using a step-by-step chat flow, trained to an agent’s unique domain, to answer any question
Listen and Assist Effortlessly store and retrieve customer information
Listens to conversations in real time–powered by Voice Gateway technology
Automatically sends useful info i.e. docs, websites, processes, forms to the agent’s screen
Records customers’ personal information, making follow-up easy
Our partners, your customer service success
Engage with customers seamlessly, anytime, anywhere with voice integration and omni-channel solutions.
73% of US consumers say "valuing their time" is the most important thing a brand can do, and most customers prefer messaging to voice calls for customer support. Efficiently connect with customers through our IBM partner solutions.
LivePerson Connects messaging and human agent in a single platform
Integrates AI to allow seamless hand-off between chatbot and live agent over chat—building a consistent and harmonious experience for bot and human interactions
LivePerson and IBM Watson created an AI-powered chat and messaging platform for customer service (3:31)
Salesforce Connects with multiple messaging channels