[June 20, 2017]

Bright Pattern Announces AI Applications for Contact Centers, Enabled by IBM Watson

Bright Pattern continues to lead contact center innovation with cognitive computing applications for customer service, offering a number of beneficial features, including:

• Pattern detection in communication content that proactively addresses changes in customer behavior
• Routing customer interactions according to emotional "temperature" and sentiment
• Searching of all types of customer interactions using keywords and sentiment discriminators
• AI-driven bots that automatically lead conversations and gather meaningful customer data
• Intelligent advice and assistance for agents in conversations
• Workforce optimization driven by keyword extraction and deep content analysis

Bright Pattern AI applications leverage IBM (News - Alert) Watsoncognitive technology comprising an array of APIs and services for natural language understanding, sentiment and emotional analysis, and speech-to-text transcription in eight languages.

"We are thrilled to empower our customers with technology that, until recently, was confined to the realm of sci-fi," said Konstantin Kishinsky, CEO of Bright Pattern. "These applications open a new era in customer service operations."

AI applications for contact centers are developed as part of a broader strategy of contact center technology innovation, geared toward simplifying omnichannel and enterprise functionality on a true cloud platform.

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About Bright Pattern:

Bright Pattern cloud contact center software simplifies omnichannel customer service for customers, agents, and contact center managers. Learn more at www.brightpattern.com.

View source version on businesswire.com: http://www.businesswire.com/news/home/20170620005523/en/

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