IBM has announced a new job for its IBM Watson technology, the IBM Watson Engagement Advisor. The solution lets brands crunch big consumer data to help IBM customers engage in better customers service, marketing, and sales.
IBM says Watson will learn a company's data so that customer-facing personnel can ask questions to provide better answers to customer problems and needs. Plus, companies can even put Watson-facing apps in the hands of their customers via mobile devices.
In one simple click, the solution's "Ask Watson" feature will quickly help address customers' questions, offer feedback to guide their purchase decisions, and troubleshoot their problems, IBM says.
First-look customers include ANZ, Celcom, IHS, Nielsen, and Royal Bank of Canada.
"We envision Watson to serve as cognitive assistant, adept and quick at making sense of Big Data, that can empower our regional bank advisors to better serve our two million wealth management clients across the region," notes Joyce Phillips, CEO Global Wealth and Group Managing Director, Marketing, Innovation and Digital, ANZ Banking Group. "We are pleased to explore with IBM how Watson can enable smarter, faster financial recommendations – yielding a customer experience that is simple, personalized and steeped in data-informed insights."
"Around the globe and across platforms, Nielsen provides insights into what consumers watch and buy -- helping marketers engage with their customers in the smartest possible way," says Randall Beard, Global Head, Advertiser Solutions for Nielsen. "Our work with IBM’s Watson is the latest from the Nielsen Innovation Lab, founded to advance research in advertising effectiveness. Watson's unique capacity to uncover insights from Big Data by simply posing a question in natural language is incredibly powerful. Using Watson, we will explore the ways we can help agencies and their client brands more effectively engage with consumers across devices and improve the impact of their advertising and media plans."