Multi-channel Analytics Stitching it All Together

摘要

Recent news that Watson, IBM's question-answering supercomputer, has now entered the customer engagement arena might come as a surprise to some. For others, including industry insiders, the Jeopardy-winning robot is a timely solution to an ongoing problem, the overall lackluster state of automated customer service. Each year, according to IBM's GM of Watson Solutions Manoj Saxena, U.S. organizations spend roughly $112 billion on call center labor and software, yet half of the 270 billion customer service calls go unresolved. Let's face it, reaching a live person is rare. That person on the other end actually knowing what they're talking about is even more unlikely.