AI for customer service

Transform standard support into exceptional care when you give your customers instant, accurate custom care anytime, anywhere, with conversational AI

Customers quickly accessing needed information with the help of AI

Overview

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.

Explore Watson Assistant

Why choose IBM

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 Watson® 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 2022 Magic Quadrant™ for Enterprise Conversational AI Platforms

Use cases

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

Client stories

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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Customer experience integrations

How to connect to your data and apps See how Watson Assistant connects to your existing tools, information, and agent platforms to resolve customer issues fast. See our integrations

Testimonial

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

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