Have you heard about the IBM Watson computer challenge on Jeopardy? It ran on US and Canadian Television for 1/2 hour over 3 sessions on Feb 14 to 16th, 2011. Watson, an IBM computer was one of the contestants. Watson won over two of the best Jeopardy contestants in the world, every night and in aggregate over three days.

One of the first business applications of the IBM Watson technology is predicted to be in call centers.

What is Watson?

Here’s a video that introduces it.

In an article titled “Real Life Applications for Jeopardy”s Watson, the IBM  Super Computer‘, the idea that a computer could replace call centers is raised.

What the video shows is that Watson can

1. Understand a question posed in natural language, including slang, nuance, wordplay,  puns, etc.

2. Can research an extensive data base (deep analytics)

3. Can respond in natural language

4. Can understand responses

Could this technology replace call centers? It will certainly take time and programming to set it up, but this demonstration on Jeopardy shows that it can be done.

Watson Computer for Customer Service

Here’s a video about using Watson technology in Customer Service

What is Jeopardy?

If you are not familiar with the Jeopardy program on TV, watch this video (this was a test run, not the actual event that was shown on TV)

What is your opinion? Will Watson computers start replacing Customer service reps in Call Centers? Leave you comments below to share with the community.


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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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