IBM Watson and Genesys Partner to Power Smarter Customer Experiences

- Leadership - Jun 17, 2014

IBM and Genesys, a leading provider of customer experience and contact center solutions, have announced a partnership that will transform how organisations of all sizes differentiate their customer experience by tapping the power of IBM Watson to transform the way brands engage clients across customer service, marketing and sales through data-driven insights and automated actions. 

As part of the agreement IBM Watson and Genesys have partnered to develop a learning system that combines the Watson Engagement Advisor with the Genesys Customer Experience Platform to transform how manufacturers worldwide engage with their customers across customer experience touchpoints and channels of communication.

With the joint solution businesses can better serve consumers in their self-service applications and contact centers. The Watson enabled natural language solution learns, adapts and understands market and organisational data quickly and easily, and gets progressively smarter with use, outcomes, and new pieces of information. 

IBM Watson and Genesys solution will aid and assist a brand's customer service agents to provide fast, data-driven answers, or simply sit directly in the hands of consumers via mobile device, chat session or online interaction.  

Genesys customers will gain the additional value of a Watson cloud-based advisor that thinks, learns and provides expert insights, while combing through millions of pages of data within seconds for customers and the contact center agents who serve them.  

As a result, Genesys customers can tap into the body of data that Watson understands and puts to work and use that knowledge to deliver more actionable and satisfying responses to customer inquiries in their self-service applications and contact centers. 

Leveraging its experience and deep domain expertise across industries including banking, insurance, and retail, Genesys will integrate access to the cloud-based Watson to its award-winning Customer Experience Platform empowering their customers with the ability to interact through a natural dialogue leveraging Watson’s unparalleled understanding and intelligent natural language response.

Now consumers can tap into Watson to gain insight and answers faster than possible with knowledge management solutions.   

“This combined solution delivers sophisticated yet simple to manage knowledge capabilities to transform self-service systems and human interactions into positive brand impressions,” said Paul Segre, President and CEO, Genesys.  “With Watson, our new solution provides a transformational customer experience with a natural and informed transition from self-service to agent assistance to yield better business outcomes." 

"By tapping into IBM Watson's cognitive intelligence, Genesys is infusing a personalised assistant into every customer interaction said Mike Rhodin, Senior Vice President, IBM Watson Group. "Customer engagement is a natural fit for Watson, empowering brands with information driven insights. This is a key example of how a new era of cognitive computing applications will transform industries and professions and revolutionize how decisions are made." 

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