Author: Irwin Lazar, VP & Service Director
Cognitive collaboration, defined as the application of artificial intelligence to business knowledge and workflows, is poised to transform collaboration and customer engagement by bringing cognitive learning and information sharing to all facets of interactions. Cognitive-powered applications and services offer the opportunity to transform customer engagement by applying predictive and real-time analytics to optimize routing of inbound customer interactions to the ideal agent. They bring context to live interactions, enabling meeting participants to see in real-time information about each other to improve participant engagement. And, they offer the opportunity to transform interactions between humans,
applications, and devices; enabling analytical insights into historical and real-time data that provide actionable information capable of improving physical and virtual interactions and workspaces.
To take advantage of cognitive collaboration’s ability to deliver measurable business value and competitive advantage, IT leaders should:
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