Mr. Watson, Are You Ready?

摘要

IBM's famed Jeopardy champion, Watson, has been repurposed for the call center. Big Blue in May revealed the IBM Watson Engagement Advisor, a cognitive computing technology designed to improve the customer service experience in the call center. Watson has the ability to not only understand the definitions of spoken words, but is able discern colloquialism, puns, rhymes, double meanings, sentence structure, and can infer hints from context. Moreover, it is able to rapidly process tremendous amounts of information to make nuanced logical connections between ideas and sentences and thereby respond appropriately to nearly any inquiry. According to IBM, 50 percent of the 270 billion annual customer service go unresolved, 61 percent of which could have been resolved with better access to information. "The IBM Watson Engagement Advisor will help companies make their interactions count by knowing, delivering and learning what each customer wants - in the context of their preferences and actions - sometimes before even the customer knows it themselves," IBM said in a statement.