IBM’s Watson Is Bringing “Cognitive Computing” to Customer Service | PopSci

Feed: Popular Science – Technology
Posted on: Tuesday, May 21, 2013 4:59 PM
Author: Clay Dillow
Subject: IBM’s Watson Is Bringing "Cognitive Computing" to Customer Service

It will be powering smartphone apps by the end of the year too.

IBM’s Watson computing platform made a name for itself on Jeopardy, but its incremental roll-out into the real world has been no less impressive. It has worked in finance at Citi helping to assess risk and at Memorial Sloan-Kettering Cancer Center sifting through medical cases and data to help oncologists make the right diagnoses. Now the supercomputer is rolling out to the masses as a computerized customer service agent designed specifically to help customers connect with the information they want at a variety of firms in a variety of businesses, including Australian finance house ANZ, at media ratings maker Nielsen, and at Royal Bank of Canada.

This new offering of Watson, known as IBM Watson Engagement Advisor, will give customer service transactions a layer of cognitive computing help, leveraging Watson’s unique skills to make those transaction go more smoothly. Those unique skills include Watson’s ability to understand context and to learn as it goes, giving it far deeper insight and the ability to return far more meaningful answers than a simple Web search can.

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