Ushering in a new era of cognitive computing systems, IBM unveiled the IBM Watson Engagement Advisor, a technology breakthrough that allows brands to crunch big data in record time to transform the way they engage clients in key functions such as customer service, marketing and sales.
Now businesses can better serve consumers with a cognitive computing assistant that learns, adapts and understands a company’s data quickly and easily, enabling users to have IBM Watson at work quickly, while increasing its knowledge and value over time.
Two years after its triumph on Jeopardy, IBM Watson Engagement Advisor is a first of a kind system designed to help customer-facing personnel assist consumers with deeper insights more quickly than previously possible. Delivered through cloud-delivered services and online chat sessions, IBM Watson will empower a brand’s customer service agents to provide fast, data-driven answers, or sit directly in the hands of consumers via mobile device. In one simple click, the solution’s “Ask Watson” feature will quickly help address customers’ questions, offer feedback to guide their purchase decisions, and troubleshoot their problems.
Leading brands from a variety of industries are exploring how the IBM Watson Engagement Advisor can help them engage with their customers, including ANZ, Celcom, IHS, Nielsen and Royal Bank of Canada.
“We envision Watson to serve as cognitive assistant, adept and quick at making sense of big data, that can empower our regional bank advisors to better serve our two million wealth management clients across the region,” said Joyce Phillips, CEO Global Wealth and Group Managing Director, Marketing, Innovation and Digital, ANZ Banking Group. “
Part of IBM’s Smarter Commerce initiative, the newest capabilities of IBM Watson are a natural fit for customer engagement, based on its ability to understand the nuances of human language, process questions akin to the way people think, and quickly cull through vast amounts of big data for relevant, evidence-based responses to its human users’ needs.
“IBM is taking Watson to the masses in ways that positively impact people’s lives, from helping doctors improve patient care to helping businesses put consumers first, in an increasingly mobile world,” said Manoj Saxena, General Manager, IBM Watson Solutions.