Watson is the powerful supercomputer designed by IBM that in 2011 became famous for defeating two television quizzes Jeopardy contestants. Since then, the system of artificial intelligence has been used in different sectors in particular in the medical field, insurance and legal. The next work of Watson will be a customer service agent. IBM will develop a new tool called Ask Watson with whom the partner companies can implement a computerized system that answers customer questions.

Watson is able to respond to questions formulated with natural language and therefore is a candidate to replace a human operator. According to Forbes in the United States will spend more than 112 billion dollars for software and call center staff. However, about 50% of calls per year remain unresolved. In the coming months, IBM will Ask Watson to some selected customers (ANZ Bank, Nielsen, Celcom, IHS and Royal Bank of Canada) who will offer a customer care service via web chat email, SMS and smartphone apps. Each customer will own interface and optionally add a speech-recognition technology. Continue reading
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