IBM launched a smart bot for technical support
IBM started using a chatbot based on artificial intelligence Watson.
Now, customers calling the technical support service will be able to communicate with a virtual operator, which uses one of the most powerful intellectual solutions.
IBM’s smart bot is intended to answer customer questions 24/7 irrespective of the device used. In other words, the system can answer using both text and voice formats. Moreover, smart chatbot adapts to the level of customer’s knowledge: if an experienced user calls, the virtual consultant will use special terms; if a person orientates himself badly in the topic, the system will avoid complex notions and simplify explanations as much as possible.
IBM’s smart bot can increase your mailbox volume, consult on products, arrange an order, and many other things. But system’s capabilities are restricted; therefore if the bot cannot understand the customer, it will transfer him to a live operator. At the same time, the self-learning machine will draw a conclusion from the situation, and next time will prepare an answer to the question that it failed to answer previously. Thus, in the future IBM’s bot won’t need human ‘support’.