IBM and Genesys have entered a partnership that will see the two companies develop a learning system geared towards improving customer experience.
As part of the agreement, IBM's Watson Engagement Advisor will be combined with the Genesys Customer Experience Platform to transform how organisations worldwide engage with their customers across customer experience touch points and channels of communication, says Genesys.
IBM's Waston is a cognitive technology that processes information more like a human than a computer - by understanding natural language, generating hypotheses based on evidence and learning as it goes.
The companies' joint solution will help businesses better serve consumers in their self-service applications and contact centres. The Watson-enabled natural language solution learns, adapts and understands market and organisational data quickly and easily. It also gets progressively smarter with use, outcomes and new pieces of information, says Genesys.
"This combined solution delivers sophisticated yet simple-to-manage knowledge capabilities to transform self-service systems and human interactions into positive brand impressions," says Paul Segre, president and CEO of Genesys.
With Watson, our new solution provides a transformational customer experience with a natural and informed transition from self-service to agent assistance to yield better business outcomes, adds Segre.
Genesys says its customers will gain the additional value of a Watson cloud-based advisor that thinks, learns and provides expert insights, while combing through millions of pages of data within seconds for customers and the contact centre agents who serve them.
Also, the companies can tap into the body of data that Watson understands and puts to work, and use that knowledge to deliver more actionable and satisfying responses to customer inquiries in their self-service applications and contact centres.
The cognitive computing will enhance agents' knowledge and free their bandwidth from searching for answers, to creatively thinking of how they can further help a customer or even make a sale, says Genesys.
"By tapping into IBM Watson's cognitive intelligence, Genesys is infusing a personalised assistant into every customer interaction," says Mike Rhodin, senior vice president of IBM.
"Customer engagement is a natural fit for Watson, empowering brands with information driven insights. This is a key example of how a new era of cognitive computing applications will transform industries and professions and revolutionise how decisions are made, concludes Rhodin.
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