AI Powered Virtual Assistant (Generative/Conversational ai):
In order to tackle volatile economic times, such as potential recessions and resignations at times, decreasing customer spending, more businesses believe it is even more critical for them to remain hyper-focused on customer needs and experiences. So it’s very important that customer support service needs to evolve into customer care; to evolve from being optimized for the agent to being optimized for the customer; from a cost center, into a revenue generator; and to meet the customer where they are.
The future of customer care lies in the experiences that can be created via the next generation of AI Assistants.
This technology can meet customer expectations, and help clients deliver revenue growth. The integrations that we provide can help clients understand where their overall experience is working, and where it’s falling; where it is effective, and where it is fragmented; where it is personalized and where it may feel impersonal. This transformation from customer service to customer care optimizes for the customer experience, improving both the acquisition and retention of customers.
Our virtual assistant, using IBM Watson Assistant, which is a Conversational AI platform helps to connect to customer support channels and back-end systems that customers have already invested in. It contains IBM’s industry-leading AI to understand customers and engage them in nuanced conversations. In addition, it uses AI within the authoring experience to accelerate build time and greatly reduces (or eliminates) any technical skill required to build customer experiences.
AI powered search and document analysis Platform:
Knowledge workers are employees who have the expertise and domain knowledge that is the backbone of the enterprise. They heavily depend on information to carry out their day-to-day work.
As companies store more and more data, knowledge workers have trouble finding, organizing, and using the information they need. Their workflows are frequently interrupted by searches for better information, and they are often forced to make suboptimal decisions based on bad data.
When the global pandemic forced a global shift to remote work, this made knowledge workers more important than ever before. They have the potential to drive business forward within a remote environment but must be set up for success.
Our vision is to augment a worker’s ability to understand the corpus of complex, high value documents needed for business decisions, and to do this by providing immediate access to concise, trusted, and personalized information, regardless of form (structured or unstructured). This vision is realized with the IBM Watson portfolio of enterprise AI applications, primarily through Watson Discovery.
Our solution, using IBM Watson Discovery, is an AI powered search and document analysis platform that augments the ability of experts in an organization to find critical information quickly, and to understand high value business documents, thus reducing time spent searching for – and understanding – information.
