Watson Archives - Blueworx

12 Days of Blueworx

So, who are we exactly and what is it that we really do? I mean of course besides being an awesome team of people who might play ping pong between conference calls and rattle an employee in the hot seat once a month by asking them absurd questions (“you’re an ordained minister?!” True story.). We are more than that, we do actually work. Well most of us anyway. And not only do we work hard, but we love what we do. So, while some of us may wear socks with sandals or choose Batman over Robin, we’d like to share with you what Blueworx is all about.

Over the course of the next 12 days we will be showing you who Blueworx is. By day #12, we are confident you will not only choose Blueworx for your business, but shout out to all of your friends (real or Facebook) all of the reasons why you think we rock (and not because most of us really do believe in aliens).

Do you hate waiting in line?

Do you hate waiting in line? On hold? Most of us would certainly answer, “yes.” However, the psychology behind waiting in line says that most of us don’t hate waiting in line – we hate being bored. That’s why there are floor to ceiling mirrors in most large buildings near the elevator. It gives us all something to do (check other people out). In addition, one of the first people who studied the science behind waiting in line was AK Erlang. Some of you may recognize the last name – that’s right, he worked the probability and statistics behind the calculators that allow us to determine the lines/agents/bandwidth needed in a contact center based on busy hour traffic and average handle time.

“So what?” you ask.

Implementing AI Helps to Save Lives

With Hurricane Harvey demolishing many homes across the Texas coast and now the widespread flooding that’s extending hundreds of miles inland, it’s a good time to reflect on the capabilities of our emergency management systems. Whatever the natural disaster, the number of people calling into their local 911 operations center is constantly exceeding the amount of live agents by more than a hundred-fold. Imagine being trapped in your house with rising water and your only method of help is to stay on hold for hours upon hours.

There is a solution: Recently, AI has been “listening” to some emergency calls. The Association of Public-Safety Communications Officials (APCO), which has an excess of 29,000 members, brought Watson into their software. By using Watson Speech-to-Text and Watson Analytics, the system can provide guidance to the 911 operators with what questions to ask to more efficiently gather essential information to access specific emergency call types (trapped on your roof verses trapped on the second floor with food and water). AI helps operators provide rapid and personalized instructions so that callers get the fast and appropriate information they need and depend upon in any emergency.

The AI Customer Experience Revolution

By now you have heard the hype about IBM’s Watson and its platform for artificial intelligence integration into a variety of business applications. You have also likely heard the commotion from Facebook about chatbots and the many ways to capitalize on these bot companies. Revamping voice as a new user interface, Apple’s Siri and Amazon’s Echo have both brought intelligence into everyday life bringing a new family member into many households.

With the explosion of artificial intelligence, we have really only begun to see the beginning of it’s capabilities and one specific area AI can make more than a spark of a difference is in customer experience.

Blueworx Partnering with IVR Technology Group: Blueworx to Bring Interactive Voice Solutions to Customers

Blueworx, a provider of Interactive Voice and Customer Experience solutions designed to deliver efficient, scalable, and reliable voice technologies, announced IVR Technology Group as a Certified Solutions Partner today. IVR Technology Group is a leader in secure voice and text applications.

As a Certified Solutions Partner with Blueworx, IVR Technology Group will be able to deliver differentiated products and services to existing customers as well as new opportunities. In order to improve the customer experience and overall performance, both teams will help customers in deploying Blueworx Voice Response (BVR) in the Cloud, delivering user experience design services and integrating the power of IBM Watson into contact centers.