IBM and Genesys have announced a partnership that will transform how organisations of all sizes differentiate their customer experience.This will be doe by tapping the power of IBM Watson to transform the way brands engage clients across customer service, marketing and sales through data-driven insights and automated actions.
As part of the agreement IBM Watson and Genesys have partnered to develop a learning system that combines the Watson Engagement Advisor with the Genesys Customer Experience Platform to transform how organisations worldwide engage with their customers across customer experience touch points and channels of communication.
The Watson enabled natural language solution learns, adapts and understands market and organisational data quickly and easily, and gets progressively smarter with use, outcomes and new pieces of information.
The IBM Watson and Genesys solution will aid and assist a brand’s customer service agents to provide fast, data-driven answers, or simply sit directly in the hands of consumers via mobile device, chat session or online interaction. In one simple click, the solution’s “Ask Watson” feature can quickly help address customers’ questions, offer feedback to guide their purchase decisions, and troubleshoot their problems.
Genesys customers will gain the additional value of a Watson cloud-based advisor that thinks, learns and provides expert insights, while combing through millions of pages of data within seconds for customers and the contact centre agents who serve them.
As a result, Genesys customers can tap into the body of data that Watson understands and puts to work and use that knowledge to deliver more actionable and satisfying responses to customer inquiries in their self-service applications and contact centres.
“This combined solution delivers sophisticated yet simple to manage knowledge capabilities to transform self-service systems and human interactions into positive brand impressions,” says Paul Segre, president and CEO of Genesys. “With Watson, our new solution provides a transformational customer experience with a natural and informed transition from self-service to agent assistance to yield better business outcomes.”