Bright Pattern’s omnichannel cloud call center solution integrates with IBM Watson to bring powerful machine learning and AI to call centers with conversation analysis across voice and digital channels.
IBM Watson offers a breadth of services, opening an account is easy, and it’s widely known. Also, Watson being a cloud service, you are in control of how much you spend on it.
The out-of-the-box integration utilizes IBM Watson cognitive technology to provide call center AI including natural language understanding, transcription and sentiment analysis and emotional analysis.
Bright Pattern is an IBM Business Partner in IBM PartnerWorld, a program that gives channel partners the resources and tools they need to succeed in the Cognitive Era.
Bring transcripts of calls into the database of customer communications across channels, enabling further content analysis. The transcripts are run at real-time, keeping parties in a conversation separate.
Sentiment analysis is performed across channels for routing of interactions, and prioritization of interactions for review and grading.
Easily search interactions across channels using text and sentiment queries.
Pattern analysis shows frequency of subjects discussed over time which allows managers to detect early and proactively address changes in customer behavior
Conversation automation for chat using natural language understanding enables customers to interact with AI-driven bots
AI Assistance with a Human Touch
IBM Watson cognitive analysis technology can offer intelligent assistance to live agents based on the analysis of message exchange with customers