By Paul Segre
When it comes to customer experience, there is overwhelming evidence that getting it right is great business. It lowers customer effort, increases sales, and creates more loyal customer advocates. At the same time, only one in three companies deliver a positive customer experience today.
That’s one of the reasons that Genesys, a leader in technology solutions for customer experience and contact centers, teamed with IBM to bring the power of Watson to customer service. Together we are developing a learning system that combines the Watson Engagement Advisor with the Genesys Customer Experience Platform to transform how organizations engage with their customers. Companies and organizations can now tap into a virtually unlimited range of information to provide more accurate and complete responses to customer inquiries – within self-service and agent assisted engagements.
Why is this important?
The world is experiencing an explosion in both the amount and type of information that is available. And this is only increasing. In fact, 90% of all data in the world has been produced in the last two years. Over 80% of all information in the world is in an unstructured format.This includes literature, reports, articles, research papers, emails, blogs, tweets, forums, chats, messages, and more. All this makes it increasingly difficult, if not impossible, for companies to effectively tap into and use all this information effectively.
The IBM Watson and Genesys solution can assist customer service agents to provide fast, data-driven answers, or can it sit directly in the hands of customers via mobile device, chat session or online interaction. In one simple click, the solution’s “Ask Watson” feature can quickly help address customers’ questions, offer feedback to guide their purchase decisions, and troubleshoot their problems.
Let’s take a deeper look at what parts of the customer experience that Watson and Genesys will impact:
Self Service - Watson can become an alternative to live agent interaction – powered by cognitive learning to get smarter and smarter.
Agents - Watson can be an assistant for agents as they interact with customers, providing the latest information to help meet customer needs and resolve issues.
The Genesys Customer Experience Platform enhances the joint solution by actively controlling when Watson’s knowledge is delivered to the end customer, and when it’s not. Genesys further enhances the solution by leveraging the questions Watson is being asked to know exactly with whom (what agent) and how (what communication channel) to engage the end customer when live support is needed.
And finally, Genesys provides the agent with complete context for providing a great customer experience – including the dialog between the customer and Watson. In short, Genesys and IBM Watson deliver great customer experience while maximizing self service and agent efficiency to minimize expense.
Paul Segre has been CEO of Genesys since 2007, leading the company to double-digit growth and revenues of more that $740 million in 2013. He joined Genesys in 2002 as chief technology officer.
To learn more about the new era of computing, read Smart Machines: IBM’s Watson and the Era of Cognitive Computing.