Genesys President and CEO Paul Segre was a featured contributor in IBM’s A Smarter Planet blog this week. Reflecting on the recent Genesys announcement with IBM Watson, Paul takes a closer look at this news and what Genesys brings to IBM Watson as our two companies set out to develop transformational customer experience solutions. The blog also features a video that shows real-world examples of how artificial intelligence is changing the way companies engage with customers.
Want Great Customer Experience? Just Ask Watson!
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 the original post here.