Genesys taps IBM Watson cloud for customer engagement
Genesys, a contact centre infrastructure specialist and IBM announced a partnership this week that will see the two firms partner to develop a learning system geared towards improving customer experience with IBM’s Watson cognitive computing as a service at its foundation.The IBM Watson and Genesys solution will aid brands’ customer service agents to provide fast, data-driven answers, according to the companies; the solution’s “Ask Watson” feature will help address customers’ questions, offer feedback to guide their purchase decisions, and troubleshoot their problems.