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.

We know that there is a balancing act between pleasing the user and the realities of operating a business. Companies need to route callers using automation, reduce talk time and maximize agent hours, all while helping customers quickly. The conflicting agendas are where we meet the tipping point between customer satisfaction and costs.

The Cognitive Contact Center

If this entire experience is to be different – even enjoyable – what has to change? Today everyone is talking about artificial intelligence (AI) in the Contact Center. AI can help create a more natural and intelligent experience for your customers and enable businesses to maximize costs. Evolve into a Cognitive Contact Center by layering AI, a higher-level thinking process, atop the traditional IVR call routing system. Leveraging the natural language speech recognition and applying intelligent applications to your customer experience can stabilize the balancing act of the two conflicting agendas and offer an amazing customer experience.

For more information on the Cognitive Contact Center, check out our latest Webinar at

See how you can take advantage of IBM Watson and Blueworx IVR to maximize your customer experience and deliver on expectations.