Augmenting the Human: How IBM Delivers AI-driven Customer Service to Enterprise Organisations

Faced with rising customer expectations and operational costs, companies and business owners are increasingly challenged to modernize their customer service. Contact centers, as a particular arena of customer service, employ millions around the world but has a notoriously high turnover rate. However, generative AI has the potential to make customer service staff, including contact center agents, more productive, creative, and less likely to quit. In fact, recent research from Enterprise Strategy Group (ESG) revealed that customer service is a joint top priority for GenAI applicability, along with product and software development.  

Join this conversation between Brian McKenna learn from ESG and Manish Sampat and Marketa Mach from IBM, to learn how Generative AI and watsonx, can empower customer service organizations to augment their human employees and deliver better customer service to end consumers.