IBM's Watson supercomputer has fallen on hard times. Two years after his history-making win on game show Jeopardy, he's been reduced to a customer service representative.
The Watson Engagement Advisor, delivered through cloud services and online chat sessions, offers brands a "cognitive computing assistant that learns, adapts and understands a company's data quickly and easily".
Part of IBM's 'Smarter Commerce' initiative and developed with Nielsen Innovation Lab, the tool will help brands address customers' questions, offer feedback to guide purchase decision and troubleshoot problems. Among the brands jumping into bed with the famous computer – pulled purely by its brains, not its looks – are ANZ, Celcom, IHS, Nielsen and the Royal Bank of Canada.
Joyce Phillips, ANZ Banking Group chief executive global wealth and group managing director, marketing, innovation and digital, said: "We are pleased to explore with IBM how Watson can enable smarter, faster financial recommendations – yielding a customer experience that is simple, personalised and steeped in data-informed insights."
Nielsen global head of advertiser solutions Randall Beard said: "Watson's unique capacity to uncover insights from big data by simply posing a question in natural language is incredibly powerful. Using Watson, we will explore the ways we can help agencies and their client brands more effectively engage with consumers across devices and improve the impact of their advertising and media plans."
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