AI for customer service
Transform standard support into exceptional care when you give your customers instant, accurate custom care anytime, anywhere, with conversational AI
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Your customers don’t just want to chat. They want actions and answers.

No one wants to have to contact support, but when they do, a poor customer service experience can make a bad situation even worse. That’s why exceptional customer care is no longer just a priority, it’s a must. Your customers expect you to deliver faster, more personalized, and smarter experiences regardless of whether they call, visit a website, or use your mobile app. IBM can help you build in the advantages of AI to overcome the friction of traditional support and deliver exceptional customer care by automating self-service actions and answers.

AI for customer service

Looking for a smarter way to serve customers? Watch the on-demand webinar to explore how generative AI is disrupting the world of customer service.

Tune in to our bi-weekly webinar to learn how your business can build dynamic and reliable customer experiences with AI.

Explore watsonx Assistant
Empower your agents and satisfy customers with an AI strategy built for your business with IBM Consulting and watsonx Assistant.
Exceptional customer care requires an expert strategic partner IBM brings together market-leading technology with the experience and expertise to help you offer exceptional customer service. Understand your customers and their needs

Deliver more accurate, consistent customer experiences, right out of the box. Leading natural language understanding (NLU) paired with advanced clarification and continuous learning help IBM watsonx® Assistant achieve better understanding and sharper accuracy than competitive solutions. 

How to leverage AI
Automate self-service actions and answers

Meet customers’ needs by solving their most pressing issues quickly, accurately, and consistently across any digital or voice channel. Customers can say goodbye to complex processes and hello to intuitive, conversational, self-service experiences that automate your process.  

See integration options
Accelerate the development of AI-powered experiences

Redefine customer care at the speed of business. Empower your customer service agents to easily build and maintain AI-powered experiences without a degree in computer science. 

How to build AI
IBM is named a Leader in the 2023 Magic Quadrant™ for Enterprise Conversational AI Platforms

Transform your digital experience Deliver your best self-service support experience across all customer engagement points and seamlessly integrate AI-powered agents with the systems and processes that run your business, without migrating your tech stack. Explore self-service

Modernize your call center with AI Increase customer and agent satisfaction, improve call resolution rates, and reduce operational costs with a conversational AI platform that works in concert with your existing call center solutions. Explore contact center insights

Create exceptional employee experience From HR to IT, IBM has the experts and expertise to help you provide your employees with the same level of support and self-service your customers’ demand. Explore employee support

Clients and analysts agree: IBM is a leader in conversational AI Driving a reimagined customer experience with an AI-powered virtual assistant

Camping World differentiates its customer experience by modernizing its call centers with the help of IBM Consulting.

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Digital agent Ava guides San Antonio transit riders

VIA Metropolitan Transit in San Antonio, Texas uses IBM AI, analytics and cloud technology to power Ava, a virtual assistant who answers customer questions in English and Spanish, 24x7x365.

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Just ask Anna

Banking giant ABN AMRO chooses IBM Watson technology to build a conversational AI platform and virtual agent named Anna, who has a million customer conversations per year.

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Winter is cold. Government aid shouldn’t be.

The State of New Jersey and IBM Consulting launch a portal and adjudication process to help citizens receive aid for past due energy bills.

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How to connect to your data and apps See how watsonx Assistant connects to your existing tools, information, and agent platforms to resolve customer issues fast. See our integrations
Using Watson, we’re able to identify specific enquires and get our customers the right help. Since launch, we’ve seen a reduction in agent handling time, a reduction in traffic to our chat, messaging and call centres, and increased adoption of our digital self-service tools. Nicole Hein Technical Product Owner Telstra, Australia Read the Telstra success story
IBM watsonx Assistant

Reduce costs and customer churn, while improving the customer and employee experience — and achieve a 337% ROI over three years. Smarter AI for customer care can be deployed on any cloud or on-premises environment you want.

IBM Watson Discovery

Detect emerging trends, perform predictive analytics and gain operational insights. Text analytics and natural language processing (NLP) break through data silos and retrieve specific answers to your questions.

IBM Watson Speech to Text

Use AI technology to understand the customer voice and turn it into usable, searchable text in real time. Enable seamless conversation, call transcription, and speedy live agent call resolution.

IBM Watson Text to Speech

Convert written text into natural-sounding audio in a variety of languages. Improve customer experience and engagement by interacting with users in their own languages, increase accessibility for users with different abilities, and providing audio options.

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See the customer experience issues you can solve with watsonx Assistant

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With the Lite plan, you can build and launch chatbots at no cost.

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