You may know IBM’s Watson from Jeopardy!, the popular game show on which the supercomputer successfully defeated two human opponents. But Watson wasn’t built simply to search and return results. Watson is really a cognitive computer, one that can manage, understand, learn, and derive usable information from large, unstructured amounts of data. OneReach has partnered with IBM Watson so that you can take advantage of AI when you create your customer experiences.
With the knowledge base and analytics of IBM Watson, OneReach can help your company create the most comprehensive self-service experiences. Watson can improve the text and voice automation that you build in OneReach with instant updates based on customer profiles, social trends, environmental factors, the time of the interaction, and other factors that agents themselves can’t always take into account. Watson can then help facilitate faster, more efficient self- service experiences for your customers, greeting them by name and immediately directing them to the option that makes the most sense. Agents can stand by and monitor these automated conversations, stepping in at any time if necessary. Watson can then learn the processes that agents completes and deliver more targeted customer service in the future.
With Watson’s predictive analytics, OneReach can help your company go above and beyond by proactively contacting customers for things like reminders to schedule service appointments or personalized offers based on previous purchases. By using OneReach with IBM Watson, you’ll be able to provide the best, most personalized service options to your customers and increase brand loyalty.