Cognitive customer service

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May 30, 2013 by Tamara Piety

An article in Advertising Age asks whether marketers are ready for “cognitive customer service.”  Basically the pitch is to use data mining and computer analysis to “answer” consumers’ questions. Of course marketers need to collect a lot of data to do that. Consumers may not be ready for “cognitive customer service.”

This may fall into the category of “If only I had a brain,” as in a real live person, not an algorithm. But that may be so last century.

Still, before anyone gets too worried about the powers of this sort of thing it might pay to note that the article is written by someone associated with IBM. So perhaps it is just a plug for their services to marketers. Just saying.


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