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ZUMATA expands AI-powered customer service beyond travel

Kareyst Lin | Nov. 14, 2016
The Singapore company delivers conversational customer experiences in finance and insurance

ZUMATA announced they are working with IBM Watson to deliver more personalised customer experiences, the Singapore-based travel technology company said in a press statement on 11 November 2016.

The company will use the Watson Developer Cloud to develop and deliver conversational interfaces for a cross-section of industries. These include travel, finance, insurance, and others.

ZUMATA is integrating the Watson Conversation, Retrieve and Rank, AlchemyLanguage, and Visual Recognition Application Programme Interfaces (APIs) into its online client customer services web portals.

By training Watson with ZUMATA's own database, ZUMATA's new conversational interfaces with Watson can accurately determine the intent of customers' questions and quickly return high-confidence answers.

ZUMATA will also work closely with its client customer service and technical experts to further develop and refine artificial intelligence (AI)-powered solutions. Customers will be seamlessly transited to live agents as and when necessary.

"AI has immense capabilities to change the world," said Josh Ziegler, Chief Executive Officer, ZUMATA. "Watson's capability to process natural language queries and uncover insights from massive amounts of unstructured data [helps to] match customers with their perfect travel experience."

"In addition to providing data-driven advisory services, we've also found success in handling customer service-related queries. Through the use of Watson's cognitive capabilities, we are able to provide higher customer service levels and net promoter success, while reducing the cost of customer service operations," Ziegler said. 

 

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