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Artificial intelligence (AI) is usually imagined as a physical robot, but that's a common misconception. AI lives inside different devices such as the Amazon Echo, the iPhone, smartwatches, and even mirrors. People usually use this type of technology in their personal lives to complete simple tasks, such as ordering food, setting reminders, and sending messages. But AI is just as useful in the business world. In the workplace, AI can help employees focus on deep work and not be distracted by menial tasks (e.g. According to McKinsey & Company, workers spend about 28 percent of their workweek managing email.

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We're pleased to announce that the Premium Edition of Watson Virtual Agent is now available. The Premium Edition has the same capabilities as the Standard Edition, but provides data isolation and features for businesses with higher security expectations. This software as a service (SaaS) offering is designed to meet the reliability needs of the Enterprise market. The Premium Edition of Watson Virtual Agent offers a single tenant isolated model, which includes compute-level isolation at the virtual machine and container levels. It includes data encryption in transit and at rest. Watson Virtual Agent is a digital customer service agent that is designed to simplify and streamline the customer service and support experience by answering common customer questions in English anywhere, anytime.

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Millennials are driving a shift in the way that businesses should approach customer service. By engaging with brands through emerging technologies, millennials are driving a paradigm shift in the customer service conversation. Businesses must evolve their approach to join the conversation, or face losing the significant buying power of the millennial consumer. Since birth, Millennials have grown up with technology. This has shaped their behavior and expectations whilst transforming the way they engage with consumer brands. They are tech savvy, craving convenience, time sensitive and spoiled by choice.

Imagine flying a plane without any instruments – nothing to tell you your altitude, bearing, airspeed, or destination. Now imagine trying to do business without analytics. Do you know how many of your customers are engaged with customer service at any given time? Do you know what your customers' most pressing needs are? Do you know how these needs have changed from previous interactions?