IBM Watson and Genesys Partner to Power Smarter Customer Experiences
IBM and Genesys, a leading provider of customer experience and contact center solutions, have announced a partnership that will transform how organisations of all sizes differentiate their customer experience by tapping the power of IBM Watson to transform the way brands engage clients across customer service, marketing and sales through data-driven insights and automated actions.
As part of the agreement IBM Watson and Genesys have partnered to develop a learning system that combines the Watson Engagement Advisor with the Genesys Customer Experience Platform to transform how manufacturers worldwide engage with their customers across customer experience touchpoints and channels of communication.
With the joint solution businesses can better serve consumers in their self-service applications and contact centers. The Watson enabled natural language solution learns, adapts and understands market and organisational data quickly and easily, and gets progressively smarter with use, outcomes, and new pieces of information.
IBM Watson and Genesys solution will aid and assist a brand's customer service agents to provide fast, data-driven answers, or simply sit directly in the hands of consumers via mobile device, chat session or online
Genesys customers will gain the additional value of a Watson cloud-based advisor that thinks, learns and provides expert insights, while combing through millions of pages of data within seconds for customers and the contact center agents who serve them.
As a result, Genesys customers can tap into the body of data that Watson understands and puts to work and use that knowledge to deliver more actionable and satisfying responses to customer inquiries in their self-service applications and contact centers.
Leveraging its experience and deep domain expertise across industries including banking, insurance, and retail, Genesys will integrate access to the cloud-based Watson to its award-winning Customer Experience Platform empowering their customers with the ability to interact through a natural dialogue leveraging Watson’s unparalleled understanding and intelligent natural language response.
Now consumers can tap into Watson to gain insight and answers faster than possible with knowledge management solutions.
“This combined solution delivers sophisticated yet simple to manage knowledge capabilities to transform self-service systems and human interactions into positive brand impressions,” said Paul Segre, President and CEO, Genesys. “With Watson, our new solution provides a transformational customer experience with a natural and informed transition from self-service to agent assistance to yield better business outcomes."
"By tapping into IBM Watson's cognitive intelligence, Genesys is infusing a personalised assistant into every customer interaction said Mike Rhodin, Senior Vice President, IBM Watson Group. "Customer engagement is a natural fit for Watson, empowering brands with information driven insights. This is a key example of how a new era of cognitive computing applications will transform industries and professions and revolutionize how decisions are made."
Fluent.ai x BSH: Voice Automating the Assembly Line
Coming soon, Fluent.ai will deploy its voice recognition solutions in one of BSH’s German factories. BSH leads the market in producing connected appliances—its brands include Bosch, Siemens, Gaggenau, NEFF, and Thermador, and with this new partnership, the company intends to cut transition time in its assembly lines.
According to BSH, voice automation will yield 75%-100% efficiency gains—but it’s the collaboration between the two companies that stands out. ‘After considering 11 companies for this partnership, we chose Fluent.ai because of their key competitive differentiators’, explained Ion Hauer, Venture Partner at BSH Startup Kitchen.
What Sets Fluent.ai Apart?
After seven years of research, the company developed a wide range of artificial intelligence (AI) software products to help original equipment manufacturers (OEM) expand their services. Three key aspects stood out to BSH, which operates across the world and in unique factory environments.
- Robust noise controls. The system can operate even in loud conditions.
- Low latency. The AI understands commands quickly and accurately.
- Multilingual support. BSH can expand the automation to any of its 50+ country operations.
How Voice Automation Works
Instead of pressing buttons, BSH factory workers will now be able to speak into a headset fitted with Fluent.ai’s voice recognition technology. After uttering a WakeWord, workers can use a command to start assembly line movement. As the technology is hands-free, workers benefit from less physical strain, which will both reduce employee fatigue and boost line production.
‘Implementing Fluent’s technology has already improved efficiencies within our factory, with initial implementation of the solution cutting down the transition time from four seconds to one and a half”, said Markus Maier, Project Lead at the BSH factory. ‘In the long run, the production time savings will be invaluable’.
Future Global Adoption
In the coming years, BSH and Fluent.ai will continue to push for artificial intelligence on factory lines, pursuing efficiency, ergonomics, and a healthy work environment. ‘We started with Fluent.ai on one factory assembly line, moved to three, and [are now] considering rolling the technology out worldwide’, said Maier.
Said Probal Lala, Fluent.ai’s CEO: ‘We are thrilled to be working with BSH, a company at the forefront of innovation. Seeing your solution out in the real world is incredibly rewarding, and we look forward to continuing and growing our collaboration’.