AI that’s more than your average chatbot

Watson is built on deep learning, machine learning, and Natural Language Processing (NLP) models to elevate customer experiences and help customers change an appointment, track a shipment, or check a balance. Watson also uses machine learning algorithms and asks follow-up questions to better understand customers and pass them off to a human agent when needed.

Get better results from your chatbot

More accurate


Proven up to 14.7% more accurate than competitive solutions in a recent published study on machine learning.

Learns faster


Achieves the same or better accuracy 50 times faster (link resides outside IBM) (PDF, 240 KB) on average according to a recent benchmarking report.

Always improving


Constantly learns and advances as it cycles through six stages of refinement (PDF, 814 KB).

Optimization and automation

AI that finds insights

Intent recommendations

Use machine learning to uncover common topics in existing chatlogs and quickly train your AI chatbot on the most frequent issues and questions.

Give customers relevant suggestions

Offer related options when customers seem stuck or don’t know what to do next.

Optimize with autolearning

Improve the customer journey without the need for manual intervention, as Watson learns from common conversational paths and choices.

Intent recognition

AI that understands

Natural Language Understanding (NLU)

Use our best-in-class NLU models to enable greater accuracy of customer inquiries from day one.

Intent clarification with disambiguation

Reduce frustration by asking customers for context when their questions or responses aren’t clear.

Keep track of conversation with digression

Easily manage multiple topics during a customer interaction, to separate the main goal from conversational asides.

Omnichannel integrations

AI for a better experience

Connect to your CRM systems

Built with industry-leading natural language processing (NLP) that can connect to your existing CRM systems like Salesforce, Cisco, Avaya, and more.

Interact on any channel

Provide your customers with fast, accurate information over the phone, SMS, web, or any messaging platform.

Speech customization

Tune your assistant to better understand your company-specific vocabulary and domain terminology.


Try now

Ready to take the next step in AI for customer service?