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. Continue Reading »
As cognitive computing advances, it’s becoming obvious that these new capabilities will ultimately touch nearly every aspect of life–augmenting human intelligence and spreading expertise. Watson’s newest focus is on the customer experience.
We have all faced frustrations when we’re trying to find just the right product or service, comparison shop or get something fixed or updated. We want personalized attention and quick and easy answers to our questions. A newly announced alliance of IBM and Genesys, a leading provider of customer experience and contact center solutions, aims to help companies serve their customers better. Here’s a scenario explaining how the services will work:
Fang, a cute plush toy who is much smarter than your average (stuffed) bear, is not something that IBM Watson Group had on its drawing boards. But the creative geniuses at a New York City startup, Majestyk Apps, dreamed up this novel way of using the power of Watson to delight and teach children.
Majestyk was one of three winners of the IBM Watson Mobile Developer Challenge, who were announced today. The others were GenieMD, of Pleasanton, Calif., a maker of mobile personal healthcare apps; and Red Ant, of London, England, a a provider of mobile technology for the retailing industry. Continue Reading »
The era of cognitive computing is upon us. Scientists and engineers are designing new systems that ingest vast amounts of information, learn from their interactions with people and data, reason, and help us make better decisions. The opportunities are vast, but so are the challenges. That’s why fulfilling the promise of cognitive computing will require contributions from a large number of people in industry, academia, government and civic life.
So please join the New York Academy of Sciences, ETH Zurich and IBM as they present a discussion between Lino Guzzella, president-elect of ETH, the MIT of Europe; and John Kelly, senior vice president and director of IBM Research, the largest corporate research organization in the world. They will speak about research and collaboration to advance cognitive computing. View the discussion on this Livestream site at 7 p.m. And join the Twitter conversation at #CognitiveComputing, #ETH and #ZHNY.
By Alistair Rennie
Imagine being able to make a well-informed decision based on real time insight, available anywhere and anytime. Now imagine this for all the decision makers in your organization. We’re getting there.
Today IBM took one step closer toward realizing its vision of “analytics everywhere” with new capabilities and solutions that will transform how business users perform their roles, collaborate, and make decisions. How? By making sophisticated analytics more accessible, easier to use, and available to employees at any location and at any moment.
By Mike Rhodin
The second in a series on the IBM Watson Platform, this blog explores the future of how computers relate to us.
For decades, moviemakers and TV producers have featured talking computers as futuristic props—whether it was Captain Kirk barking commands on the Starship Enterprise, Michael Knight talking to his car, K.I.T.T., on Knight Rider, or Theodore cooing to his smartphone operating system, Samantha, in the recent movie Her.
Yet, even though the way we interact with computers has come a long way since the days of punch cards, in large part we are still forced to deal with them mainly on their terms—and hampered by their limitations.
Not much longer.
An essential part of the third era of computing—cognitive computing—will be our ability to interact with smart machines in ways that are more natural to us. Making them conversational is an important part of that effort.
By Steve Hamm
When scientists succeed at IBM Research, they tend to stay. Robert Dennard, the inventor of the DRAM, for instance, had been at IBM for 56 years when he retired earlier this year. But there are researchers at the opposite end of the seniority spectrum who are already making their marks—on IBM and the world.
One of them is Jeannette “Jamie” Garcia, a 31-year-old chemist who became a full-time employee at IBM Research just last November—after a one-year stint as a post-doctoral fellow. Jamie has done something quite remarkable: she spearheaded the invention of a new class of materials, which have the potential to shake up the aerospace, auto and semiconductor industries.
Jamie’s team at IBM Research – Almaden, which is led by chemistry pioneer James Hedrick, completed the work on the new class of polymers. Their advances were made public for the first time in an article published today in Science magazine.
By Ingrid Haftel
Big data is all the rage these days – from helping doctors diagnose patients by using analytics to sift through decades of historical information to allowing marketers learn how to better personalize experiences for customers. But there often isn’t the chance for citizens to see how data might affect their everyday lives up close and personal.
Here at the Chicago Architecture Foundation (CAF), we wanted to show citizens how data provides a critical lens for exploring and understanding the design issues that matter, like community health, safety and sustainability. To do this, we devised the upcoming exhibition Chicago: City of Big Data. Opening today, the exhibition explores the digital age of urban design and shows Chicago the effects of Big Data on the city’s lifeblood.
The exhibition strives to demonstrate the potential that urban data has to improve Chicago and, by extension, cities worldwide. We show citizens where urban data comes from by examining the city’s digital infrastructure and how it is used by architects, planners and citizens as part of their design process. As urban data increasingly influences modern architecture and urban planning, data becomes one of the most valuable materials of 21st century design.
By Dave Chesney
The seniors in my Software Engineering class this year learned a lot about computer programming, but they also achieved something that wasn’t in the syllabus. They made a difference in one young person’s life. They designed apps aimed at enabling a 13-year-old Michigan girl with cerebral palsy to achieve her dream of playing games with her classmates.
For several years, I have collaborated with doctors at the University of Michigan Health Systems to identify disabilities that show the potential of being addressable in some way by assistive technologies. Then, in each course, my students take on the real-world challenge of helping children with those disabilities live better. It’s inspiring for the students and, potentially, good for society.
In preparation for the fall semester, 2014, we’re doing things a bit differently. We’re going to be using IBM’s Watson as our primary tool for building applications. So, instead of identifying a disability and then finding technologies that can help overcome it, we’re starting with the technology and finding ways to use it.
By Wim Steelant and Lu Wang
A lot goes into getting students excited about science and technology. One key way to do this is to get students involved in hands-on projects and be a part of environments where technology is at the center, so that they can see it at work and use it to solve problems, other than updating one’s social network status from a smartphone.
At St. Thomas University in Miami we are focusing on bolstering our School of Science, Technology and Engineering Management capabilities. Our strategy rests on the promise to offer students innovative classroom curricula and collaborative research opportunities utilizing a cloud infrastructure aimed at getting them excited about the capabilities and potential of cloud computing within and outside university walls.