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Delivering an Integrated Path to Artificial Intelligence in the Contact Center with IBM Watson through IBM Voice Gateway

Our team recently attended the IBM THINK show and demonstrated the power of artificial intelligence in the contacts center leveraging Blueworx Voice Response with IBM Voice Gateway and IBM Watson.  In a recent blog post by Jay Zelter, Worldwide Hybrid Cloud Executive at IBM, titled “At The Tipping Point:  Transformation in the Contact Center”, Jay states that we must take a different approach to meeting changing customer expectations.  Combining the power of IBM Voice Gateway and Blueworx Voice Response, IBM Watson enables us to deliver a fresh and powerful cognitive contact center experience.  Today, Blueworx releases BVR 7.5 for Linux which adds support for this integration.

New Release of Blueworx Voice Response 7.5 for Linux

Blueworx Voice Response for Linux 7.5 introduces a complete Cognitive Contact Center solution supported by the integration of IBM Voice Gateway and IBM Watson Conversation with Blueworx Voice Response.

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Rethink, Re-invent, Revive Your Contact Center with Cognitive Solutions from Blueworx and IBM Voice Gateway

The Blueworx team is wrapping up our presence at the IBM THINK event in Las Vegas today. The massive show provided excellent intel on why artificial intelligence will significantly change the way we work today, across every industry on a global scale. AI is a technology that will most definitely change how we view self-service and every kind of customer engagement with businesses. During her on stage opening at Think, Ginni Rometty, President and CEO of IBM, talked about the significance of this time in history and how we are on the verge a major shift. The time where process and technology surge at the same moment has only occurred at two other periods in history – and the impacts are still with us today.

So, the question becomes “What are you doing about it?” How will you embrace this new era of intelligent interactions, cognitive self-service and the balance of man with technology?

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Fun Contact Center Facts to Start Off 2018

Let’s face it, contact centers are not that exciting – but times, they are a changing. This next year the focus across the board will be on the customer journey. Customers are not just buying products anymore, they are buying experiences. We’ve put together a list of facts to show you just how crucial the customer experience is and will continue to be, both now and in the future.

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The Marriage of AI and Customer Contact Centers
Future Contact Centers and Artifical Intelligence

The marriage of contact centers and artificial intelligence (AI)

The future of contact centers will predict a customer’s inquiry and foresee what it is they’re calling about. By using artificial intelligence (AI), future contact centers will also be able to provide appropriate support to the customer, thoroughly enhancing the customers overall experience, hence the marriage of AI and customer contact centers. While this may sound like computers are replacing humans, it’s actually more like a human plus one. AI is actually helping the human, be it the contact center agent or the customer, to be more efficient and get more accomplished in a minimal amount of time.

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Four Considerations When Planning for AI in the Contact Center

AI in the Contact Center - Disruptive TechnologyThe adoption of Artificial Intelligence (AI) has been said to have been “right around the corner” for at least a decade. As with all disruptive technology, it takes time for mass acceptance.  Yet when that tipping point happens, we better be ready to harness it.  In a 2016 Harvard Forum, Ed Felton, Deputy U.S. Chief Technology Officer from the White House Office of Science and Technology Policy, likened the importance of Artificial Intelligence to that of mobile computing and internet. Just imagine that. Eventually AI will be as common in our lives as our Smartphones and the Internet.   So, what do companies need to do to prepare themselves for this revolution?
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The Art of Balancing Costs & Customer Experience In Your Contact Center

Cognitive Contact CenterImagine this for a moment. You call into your local bank or financial institution outfitted with an interactive voice response application that is set up to quickly and properly direct your call. This scenario could possibly go in a couple of directions – good or bad.

Your call flow then offers what seems to be a list of generic options – none of which are really what you are looking for. You repeat the menu again, only to be frustrated when nothing matches what you are calling about. The next and seemingly only option left is to just press zero, hoping to get to a live agent. This process translates to lost opportunity and lost money, not to mention an unhappy customer and agent.

What if that experience could be significantly different – even enjoyable? Imagine you call into your bank and are greeted in a more natural conversational manner. You hear something like “Thank you for calling. Please tell me how I can help you today. Say: check account balances, verify deposits, speak to a banker, or something else.” You are able to talk in a more natural fluid manner to ask for what you need – and most likely you’ll get somewhere. As always, you can opt out for an agent, but you are more likely to hang on the line and be routed properly.

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