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Posts Tagged ‘ibm’
Enterprise IT, Featured, News - Friday, May 24, 2013 10:38 - 4 Comments
news Australia and New Zealand Banking Group has revealed it will be one of the first companies globally to trial using IBM’s Watson expert data retrieval platform to attempt to enhance the quality of data available to the bank’s customer service team, in a move that could eventually lead to Watson taking questions from customers themselves.
Watson is essentially an IT platform composed of software running on IBM’s hardware that is capable of answering questions posed in natural language. The platform came to public prominence in 2011 when Watson competed in several public screenings of the US-based Jeopardy television quiz show, eventually winning against a series of human opponents.
However, in a media release issued this week, IBM revealed that it had developed more practical applications for Watson that would usher in what the company described as “a new era of cognitive computer systems”. IBM has developed Watson into a product named the “Watson Engagement Advisor”, a platform which allows Watson to assist customer service agents in organisations with providing data to customers.
“Delivered through cloud-delivered services and online chat sessions, IBM Watson will empower a brand’s customer service agents to provide fast, data-driven answers, or sit directly in the hands of consumers via mobile device,” IBM said in its media release. “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.”
In an associated post on an IBM blog, ANZ Bank’s CEO Global Wealth and Group Managing Director, Marketing, Innovation and Digital, Joyce Phillips, noted that the bank was “exploring” the use of Watson within its customer service operations. “It used to be that next generation technology to make humans smarter, faster and at the top of their game was the stuff of cinema and science fiction,” Phillips wrote. “Here at ANZ, we are exploring a groundbreaking solution that holds this very same promise – a cognitive assistant, if you will, that can empower our regional bank advisors to better serve our two million wealth management clients.” Continue…
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