While I get to see and hear about hundreds of product announcements, this one
is particularly interesting. The race to leverage computing power to synthesize
incredibly huge amounts of disparate data in real time to meet the needs of
customer demands is the next frontier of customer relations.
Today at the IBM Smarter Commerce Global Summit in Nashville, Tennessee, IBM
plans to launch the Watson Engagement Advisor, aimed at helping
organizations provide better customer service and product recommendations in
real time at scale. The same technology that once outsmarted humans to win
Jeopardy and has recently been used to diagnose cancer will now be used to help
organizations sense and respond in real time.
From CNBC:
Big Blue announced five new clients working on using Watson’s cognitive computing and ability to crunch so-called big data, to help enhance service to their customers. The companies include Malaysia telecom provider Celcom, financial firms Royal Bank of Canada and ANZ Banking Group, IT services provider IHS, and the consumer research firm Nielsen.
“We’ll be exploring ways to use Watson for helping our agencies and their client brands engage more effectively with consumers across all devices—from TV to tablet to smartphone,” wrote Randall Beard, chief of Advertiser Solutions at Nielsen.
By: Brian Vellmure
Source: http://socialenterprisetoday.com/blog/posts/ibm-watson-enters-the-realm-of-customer-engagement/
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