4 min read - Like countless other industries and departments, customer support has undergone a massive transformation. Today I am excited to share more about how IBM is expanding its collaboration with NICE, launching a new integration that allows users to connect AI-powered virtual…
4 min read - Have you ever used a chatbot to get help? If you have, chances are that you’re all too familiar with answers like, “I’m sorry, I don’t understand” or “Can you try rephrasing?” With frustrating responses like these, many businesses still…
4 min read - All customers want when they call a company for help is to have their problem solved in one session as quickly as possible. They don’t want over-the-top service, they want resolution. That’s why first contact resolution (FCR) is one of…
3 min read - The world has changed in unimaginable ways in recent months, forcing businesses to adapt to radically different consumer needs with a speed and scale never seen before. To help our clients keep up, watsonx Assistant has been evolving rapidly as…