customer experienceRecently, the Wall Street Journal published a column with a provocative headline that read: It’s Time to Take Artificial Intelligence Seriously. In the article, the WSJ explains how artificial intelligence has transformed from an academic curiosity into something that has measurable impact on our lives.

Not only can these technologies make a difference in the way we live, but they can also have a major impact on businesses by transforming the way companies engage with customers. In fact, the latest artificial intelligence systems can interface with service reps to provide guidance and answers during customer interactions, or interact directly with customers to help address questions, guide purchase decisions, or troubleshoot problems. In the end, artificial intelligence can go a long way in improving the overall customer experience by reducing customer effort and improving engagement.

Cognitive Systems and Customer Experience

According the recent Accenture Global Consumer Pulse Survey, customers are increasingly frustrated with the level of service they receive from companies. The survey found that 91% of customers have to contact a company multiple times for the same reason, 90% are being put on hold for too long, and 89% are forced to repeat their issue to multiple agents or representatives.

Cognitive systems, when applied to customer service, are precisely optimized around these issues.  Here are the 3 reasons why cognitive systems are so different from what we’ve known so far in the customer service industry, and why they will unleash the power of great customer experiences:

1. Enabling immediate responses -Today’s cognitive learning systems are so fast, the only thing that gives away the fact customers are talking to a computer is just that – it responds immediately! What takes a real person minutes to read and respond to can be accomplished in mere seconds with artificial intelligence! If the human touch is needed, no problem, the system can hand over the customer – with all context and attached information – to a skilled agent.

2. The power of pinpoint accuracy  Cognitive systems not only read the keywords and understand the information, but they also interpret context, sentiment, and can even understand humor. Moreover, they can process extra large volumes of information including knowledge bases and trained responses to find the most relevant response, empowering companies and agents to give the customer precisely what they need, when they need it.

3. Instant omnichannel-readiness  A cognitive system can help companies engage customers across all channels, be it phone, tablet, website, SMS,  email and more. Any customer experience channel can leverage these systems and consistency across channels is fully preserved.

Artificial intelligence and cognitive learning are here to stay!

If you’d like to learn more on how artificial intelligence and cognitive learning can improve the customer experience your company delivers, check out our work with IBM Watson, a world leading provider of cognitive computing systems. Genesys and IBM Watson have partnered to develop a learning system that combines the Watson Engagement Advisor with the Genesys Customer Experience Platform to transform how organizations engage with their customers.

See the press release here for more information!

Thanks for reading.


Remy Claret

Remy Claret

Remy Claret, Product Marketing Director at Genesys, has over 15 years of experience in Customer Experience Management. He has worked in a variety of strategic roles in his career including Product Marketing, Sales Engineering and Business Consulting. Prior to joining...