Mobile is a part of everything we do. You are likely one of billions of mobile users that reaches for their phone 150 times every day. Whether accessing email, searching for information, or simply making a call, people expect to have information at their fingertips no matter where they are or time of day or device they’re using. And the rise in Millennial consumers with high expectations for fast and personalized service on the go is forcing industries, companies and governments to change how they engage with key audiences.
IBM recently announced it is taking a giant leap in helping organizations transform how they engage with consumers by bringing Watson to the masses.
Delivered through cloud services and online chat sessions, IBM Watson will empower a brand’s customer service agents to provide fast, data-driven answers via phone or online — or sit directly in the hands of consumers who prefer on-the-go self service via mobile device.
With one simple click of a button, the “Ask Watson” feature will allow brands to quickly address customers’ questions, offer advice to guide their purchase decisions and troubleshoot their problems. Watson is designed to process questions akin to the way people think, and can quickly consult the vast amount of information on social media sites and crunch Big Data to provide answers to its human users’ needs.
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.
To see IBM Watson Engagement Advisor in action on a mobile device, check out this image gallery highlighting the types of fast, personalized service that IBM Watson can offer:
We’re seeing incredible things happening with mobile today. What used to be considered a futuristic scene from a movie is now a reality. You can pay a parking meter with your phone while on the go, roadside assistance will know the moment you have an accident and send help, and mobile connected medical devices can immediately notify your doctor of health concerns.
Now, with IBM Watson helping businesses deepen their engagement with consumers who seek top flight mobile interactions, the future of mobile will continue to evolve to new heights by empowering individuals with knowledge and insight to make better decisions instantly.
Offering the IBM Watson Engagement Advisor through an omnichannel solution, including fast, personalized mobile interactions for consumers, complements the IBM MobileFirst strategy and is indicative of IBM’s point of view on the future of mobility — which is not about the device itself, but what organizations and customers can do with it.
How does it work?
The IBM Watson Engagement Advisor’s “Ask Watson” feature greets, and offers help to, customers via any channel, be it through a website chat window or a mobile push alert, saving consumers the hassle of performing searches, combing through websites and forums, or waiting endlessly for a response about the information they need. Calling upon IBM’s Big Data and analytics technologies, Watson retrieves data about customers to ensure conversations are tailored to their needs, and search its corpus of stored information for the best solutions. Since its television debut on Jeopardy!, Watson is smarter, faster and smaller — having gained a 240 percent improvement in system performance, and a reduction in physical requirements by 75 percent.
To learn more about IBM Watson Engagement Advisor, please visit: http://www-03.ibm.com/press/us/en/pressrelease/41122.wss
About IBM MobileFirst
As the first new technology platform for business to emerge since the World Wide Web, mobile computing represents one of the greatest opportunities for organizations to expand their business. Based on nearly 1,000 customer engagements, 10 mobile-related acquisitions in the last four years, a team of thousands of mobile experts and 270 patents in wireless innovations, IBM MobileFirst offers an array of solutions that helps businesses connect, secure, manage and develop mobile networks, infrastructures and applications.Tweet