Instead, the people you already have will be elevated and empowered to do far more satisfying, skilled work, because your virtual agent will handle all the rest. On the contrary, it’s improving the customer experience and amping up the ability of companies large and small to truly delight their users with stellar customer support-all without the expense of hiring more people. Watson has changed all that, and automation no longer has to come at the expense of customer satisfaction. We sat through lengthy menus, shouted numbers into our handsets only to be misunderstood, pressing buttons and hoping something would lead us to a human service agent. In the old days, we all struggled with clunky IVRs, robotic voices spitting out options but never listening to the customer’s feedback. The experience of yesterday is no longer acceptable. The customer experience is important, and it can make the difference between keeping and losing customers-62% of customers will run to your competitors after just one or two negative interactions.
With Watson artificial intelligence behind it, this voice agent speaks conversationally and can handle more complex interactions. The new voice agent is nothing like the robotic IVRs of yesterday. IBM Voice Agent with Watson uses the Vonage Voice API to enable voice interactions between an AI voice agent and customers.