ibm.com ibm.com

From the Data and AI Expert Labs: Break open your processes

Today, I want to reinforce that you shouldn’t rely on a compelling incident. You don’t need to wait until a system breaks to make it better. A great example is the Interactive Voice Response systems (IVR) that are pretty standard in customer service. We’ve all interacted with them. They’re slow, they’re dumb, and we’ve been stuck with them for years. IVR is one of the few technologies its users actively seek to circumvent....