This lack of integration directly affects the coordination of marketing campaigns and marketers’ ability to deliver relevant, personalized messages. For instance, a telecommunications company wants to send their customer information about their mobile, satellite and cable television services. However, the customer contacts the call center indicating they are not interested in learning more about the satellite or cable services, yet the company continues to send information on all three business units. This lack of integration between the customer service department and the marketing department not only frustrates the customer, but also wastes company resources and dollars.
Two years after its triumph on Jeopardy! the IBM Watson Engagement Advisor now has cognitive computing. With one click, the solution’s Ask Watson feature will address consumers’ questions, offer advance to guide their purchase decisions and troubleshoot their problems. The system will continually learn from those interactions via cognitive computing intellect, enabling it to provide fast, personalized customer service.