Turbotodd

Ruminations on tech, the digital media, and some golf thrown in for good measure.

Mark III Systems Launches Cognitive Call Center With Watson

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If you’re trying to keep up with all the AI and machine learning companies sprouting up on the landscape…yeah, well, you might need an algorithm to help you with that.

The next best thing might be Bloomberg Beta’s Shivon Zilis, who provides a very thorough rundown on “Machine Intelligence 3.0” here. There’s way too much AI meat on ‘dem bones for me to go into the details here, but Zilis summarizes it by explaining that “a one stop shop of the machine intelligence stack is coming into view.”

On the IBM AI front, IBM today announced that Texas-based IT solutions provider and IBM Business Partner Mark III Systems has built a platform using cognitive technologies on IBM Cloud to help call centers increase efficiency, improve employee productivity and make more informed decisions based on near real-time insights.

Most call centers record phone conversations as unstructured data, only searchable by manually entered “tags.” If a conversation is relevant to an audit, it must be transcribed manually, which means reports can take weeks, which can result in decreased productivity and potentially decreased customer satisfaction.

Mark III Systems’ Cognitive Call Center platform transforms the traditional call center model by using IBM Cloud and Watson to help agents identify, filter, analyze and take actions on inbound and outbound calls.

The platform uses IBM Cloud Object Storage to manage the unstructured data, and it uses Watson APIs, specifically Watson Speech to Text and Watson Tone Analyzer, to automate the transcription and tagging of audio, provide near real-time analytics and actions and enable deeper analytics for audit situations.

Mark III’s development unit, BlueChasm, leveraged virtually the entire IBM development to deployment stack to create the cloud-based platform with an open API. With its highly repeatable, flexible solution, Mark III is set to revolutionize the call center market by providing cognitive business insights in near real time to its clients.

IBM has also launched the Watson Build, a new challenge designed to support its channel partners as they bring a cognitive solution to market. The deadline to apply is May 15, 2017, and businesses can learn more here.

Written by turbotodd

May 2, 2017 at 9:13 am

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