Ventana Research Analyst Perspectives

IBM Watson Engagement Advisor for Smarter Customer Service

Posted by Richard Snow on May 25, 2013 10:56:40 PM

Recently my colleague Mark Smith wrote about the IBM Watson platform. Mark is our expert on technically complex subjects like IBM Watson and‎ cognitive computing and the value it can provide to organizations and wrote an educational white paper on the topic. In fact IBM Watson was awarded the 2012 Ventana Research Technology Innovation Award. I focus on the customer and the customer experience, but I became engaged with the launch of the IBM Watson Engagement Advisor, which uncannily brings the two together.

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Topics: Social Media, Customer Analytics, Customer Experience Management, Social CRM, Mobile apps, Self-service, Operational Performance, Business Performance, Cloud Computing, Customer & Contact Center, Customer Service, IBM, Call Center, Cognitive Computing, Contact Center, Contact Center Analytics, CRM, IBM Watson, Text Analytics, Cognitive Systems