Game show to big data cruncher, IBM Watson to boost customer service

Game show to big data cruncher, IBM Watson to boost customer service

IBM has today launched new big data tool IBM Watson Engagement Advisor with launch customers including ANZ and Nielsen.

B&T Magazine
Posted by B&T Magazine

The Engagement Advisor uses the firm’s artificial intelligence technology IBM Watson it created two years ago to win American quiz show Jeopardy.

The new cloud-delivered service and online chat session is designed to empower customer-facing employees to better respond to customer queries by crunching a business’s big data quickly.

“IBM Watson will empower a brand's customer service agents to provide fast, data-driven answers, or sit directly in the hands of consumers via mobile device,” the company said in a release.

“In one simple click, the solution's "Ask Watson" feature will quickly help address customers' questions, offer feedback to guide their purchase decisions, and troubleshoot their problems.”

Brands using the tool include ANZ, Nielsen, Celcom, IHS and the Royal Bank of Canada.

Joyce Phillips, CEO of global wealth and group managing director of marketing, innovation and digital at ANZ Banking Group, said he envisions the technology will “empower our regional bank advisors” to better serve its clients.

"We are pleased to explore with IBM how Watson can enable smarter, faster financial recommendations – yielding a customer experience that is simple, personalized and steeped in data-informed insights."

Randall Beard, global head of advertiser solutions for Nielsen, said: “Watson's unique capacity to

uncover insights from Big Data by simply posing a question in natural language is incredibly powerful.”

“Using Watson, we will explore the ways we can help agencies and their client brands more effectively engage with consumers across devices and improve the impact of their advertising and media plans.”