Solutions

Cognitive Customer Service Powered by IBM Watson

A recent study showed that 42% of B2C customers purchased more after a good customer service experience, whilst 52% stopped buying after one bad customer service interaction. Advancements in technology continue to transform customer service interactions. By 2020, experts project that more than 85% of all customer interactions will be handled without theneed for a human agent. From improvements in loyalty and brand reputation to new revenue streams, the pathway to real-time self-service in customer service brings huge opportunities to forward-thinking businesses.

Download Executive Whitepaper on Cognitive Customer Service

Resemble Virtual Agent, a custom cognitive application designed by Resemble Systems using IBM Watson AI platform is a new way to provide automated services to your customers. It offers a cognitive, conversational self-service experience that provides answers in real time. Companies can easily customize Virtual Agent to fit specific business needs, provide custom content and match their brand voice and tone. Additionally, deep analytics provide insights on customers’ engagement with the Virtual Agent, and help brands understand their customers’ constantly changing needs.

Watch: Demo on Cognitive Customer Service Automation

Our Solution helps enhance your call center operations by connecting to IBM Watson services. This solution uses IBM Watson as a self-service agent to handle calls instead of a live contact center agent, or it can use IBM Watson to assist contact center agents in real-time.

Key Benefits

  • Improve telephone-based customer serviceConnect IBM Watson services to your telephone systems, allowing it to answer queries from callers, do call triage and transfer to appropriate agents if necessary.
  • Drive down costs - Reduce costs by using IBM Watson to handle some of your calls instead of call center agents.
  • Deployment flexibility - Connect seamlessly to the IBM Watson services in IBM Bluemix from either an on-premises or cloud-based IBM Voice Gateway deployment.

Use Case 1: Cognitive Self Service Agent

Use Case 2: Cognitive Agent Assistant

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