InterConnect 2017: Context-Driven Conversation with Cognitive and Rule-Based Systems

This presentation will address how to improve your customer support by driving the user’s conversation with the most relevant questions and minimum interaction, taking into consideration the customer’s context, call history, internal events, and issue at hand. This scenario is defined as part of the IBM Cognitive Reference Architecture, and we will demonstrate code and rules. The first user’s query is handled using natural language, while subsequent interactions are handled with questions and answers, concluding with a set of recommendations.

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