Cognitivesystems are those computer applications that “learn” from sets of interrelateddata and generate computational models. The vast strides in machine learning,data science and the increased adoption of tools and techniques aresignificantly improving the quality of human computer interaction in ways thatwere unimaginable half a decade ago. Cognitive systems allow companies toderive valuable insights about their customers and help them deliver thebest-personalized experience. In every customer interaction, the key toproviding the best customer service is to understand “intent.” Technologiesthat listened only to what the customer is saying or typing have negativelyimpacted customer satisfaction. Those systems of the past did not derive contextand focused only on the present.
Today,we are surrounded with cognitive systems in various forms, productrecommendations on Amazon.com, vacation recommendations thatflood our inboxes from travel sites, coupons and flyers in our mailboxes, movierecommendations on social media sites, the airline call center bots, kiosks atthe fastfoodchains – there is technology deployed at every turn that is tracking ourbehaviors and learning something about us every single day.
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