IBM has pioneered many areas of technology, and artificial intelligence (AI) is no exception. Indeed, Big Blue’s Watson AI platform was launched as the first wave of enterprise AI technology and, for many businesses, represents an introduction to the power of cognitive computing, AI and machine learning.
Given IBM’s first mover advantage, it’s no surprise they’re already using AI to optimize their own market share: by integrating Watson AI with Engageware’s intelligent appointment scheduling on IBM.com.
How does it work? IBM.com uses Watson AI to observe website visitors who are researching a potential purchase online and are showing particular buying behaviors. If their interest seems high and they’re consuming highly technical content, the prospect is offered an opportunity to schedule a conversation with a technical expert in that area. If the buyer accepts the offer, an appointment is immediately scheduled during the user’s web session. Then, a conversation is arranged with one or even multiple people, either as an in-person meeting or as a call.
The integration of Watson AI and Engageware’s IAS platform makes it possible, and practical, for IBM to connect highly qualified internal experts with high value prospects. For the first time, IBM.com is able to put the IBM brain-trust out there, talking 1-on-1 in live conversations with qualified prospects.
Using IAS, IBM is engaging potential buyers at the optimal moment of interest, securing a deeper and ongoing relationship with the customer. IAS helps IBM establish the right connections, with the right customers and prospects, when their interest level is high.
When we talked recently to Kevin Eagan, Chief Digital Officer for IBM’s Global Business Service, he explained the value of Engageware to IBM:
“We selected Engageware to help us provide IBM Marketplace users with an exceptional experience every time they engage. Engageware provides a way for customers to connect with the right expert, at the right time, and create a personal connection with our team.”
The broader AI wave can help sales and customer service teams by identifying patterns of customer behavior and then recommending an interaction based on needs and opportunities. AI will change the way customer-facing teams work and will make interactions much more efficient by “seeing” patterns that people can’t easily recognize, applying resources and suggesting live conversations when they are most valuable.