Bots and AI: The Cutting Edge of Customer Care (Part 1) - Watson Customer Engagement

"People want to feel heard and seen – and today's customer service very frequently does the exact opposite of that" – Dr. Justine Cassell, Carnegie Mellon University LivePerson and Carnegie Mellon University (CMU) recently hosted over 100 customer care executives from globally leading brands for the Bots and AI conference in Pittsburgh. I had the great opportunity to attend as part of the IBM team. The idea at the heart of the Bots and AI conference is that bots and human agents can help customer service be more successful. Chatbots can build rapport with people and answer simple queries effectively. When a more complex interaction is necessary, chatbots can hand off to a live agent, and the agent can pass back to a chatbot to complete a transaction.