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IBM's Jeopardy-winning computer Watson now working on customer engagement

May 21, 2013

Two years after conquering Jeopardy, IBM's Watson is setting its sights on customer engagement.

IBM today unveiled its IBM Watson Engagement Advisor, a cognitive computing assistant that learns, adapts and understands a company's data, empowering customer service agents to provide fast, data-driven answers to customers, according to the news release.

The service is also available on mobile devices, with the solution's "Ask Watson" feature able to address customers' questions, offer feedback to guide their purchase decisions and troubleshoot their problems.

The move of IBM Watson into customer engagement positions it within IBM's Smarter Commerce initiative, which provides a range of solutions and services to connect more than 2,000 brands to their increasingly digital customers.

With the latest IBM Watson debut, IBM is enabling clients to better respond to market shifts in real-time, automate marketing, and transform the way they service their clients, while improving their global brand presence, according to the release.

"IBM is taking Watson to the masses in ways that positively impact people's lives, from helping doctors improve patient care to helping businesses put consumers first, in an increasingly mobile world," said Manoj Saxena, GM of IBM Watson Solutions. "Customer engagement is a natural fit for Watson, which can instantly create a strong bond between who customers are as individuals, and what types of information will help them reach their goals. The end product: users will come away feeling known as people, empowered as consumers, and engaged as satisfied brand ambassadors who are willing to champion the business to friends and family."

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