IBM Watson Partners With Genesys

Share this content:
Watson, AI and Jeopardy champion
Watson, AI and Jeopardy champion

IBM Watson, the IBM division behind the Jeopardy-winning natural language artificial intelligence, announced yesterday its new partnership with customer services solutions provider Genesys.

By combining the Watson Engagement Advisor with the Genesys Customer Experience Platform, the two companies will develop a learning system that uses data-driven insights to automate actions, specifically in call centers. Genesys plans to release the Watson-fueled solution in late Q4 this year.

The collaborative capabilities of the solution will enable Genesys customers to access a system that thinks, learns, and provides expert insights based on analysis of millions of pages of data. The system processes this data within seconds and uses the information within to aid customer center agents and customers alike.

The “Ask Watson” feature will bring advanced self-serve capabilities to chat sessions and online interactions, allowing customers to resolve issues quickly and with minimal interaction with service agents. However, if a customer reaches a point during a self-serve interaction that could prompt customer churn or a timely sales opportunity, Watson will signal to transfer the interaction to an agent. Watson selects an appropriate agent based on agent experience, channel used, and training.

“Customer engagement is a natural fit for Watson,” IBM Watson Group's SVP Mike Rhodin said in a statement. “This is a key example of how a new era of cognitive computing applications will transform industries and p[professions and revolutionize how decisions are made.”   


Next Article in Customer Experience

Sign up to our newsletters

Company of the Week

USAData helps businesses find new customers and grow their current customers through a combination of data and digital marketing services, and easy-to-use SaaS technology products. We enrich customer data so businesses can more effectively target and communicate with customers, and connect them with their best look-alike prospects through digital and traditional channels. We make it easy through simple, self-serve applications and APIs, as well as through full-service programs managed by our Data and Digital experts. 

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above