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.


Frequently asked questions

Does chatbot technology use machine learning or natural language processing (NLP)?

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.

Try out the enhanced intent detection model. This new model, which is being offered as a beta feature in English-language dialog and actions skills, is faster and more accurate. It combines traditional machine learning, transfer learning and deep learning techniques in a cohesive model that is highly responsive at run time. For more information, see Improved intent recognition.

What is conversational AI?

Conversational artificial intelligence (AI) refers to technologies, like chatbots or virtual agents, which users can talk to. They use large volumes of data, machine learning, and natural language processing to help imitate human interactions, recognizing speech and text inputs and translating their meanings across various languages.

What are common chatbot platform use cases?

Customer care is the most common chatbot use case. Chatbots are helpful to both product- and service-based companies looking to provide a superior user experience by to answering customer questions, guiding customers through simple troubleshooting, and connecting customers to the resources they need.
Chatbots are also often used by sales teams looking for a tool to support lead generation. Chatbots can quickly validate potential leads based on the questions they ask, then pass them on to human sales representatives to close the deal.
Chatbots can even be used in e-commerce by acting as a digital sales clerk, akin to what customers would experience in brick-and-mortar stores. E-commerce chatbots can provide a personalized shopping experience that converts passive visitors into engaged prospects.

How do you use chatbots to automate customer support workflows?

A customer browsing a website for a product or service may have questions about different features, attributes or plans. A chatbot can provide these answers, helping the customer decide which product or service to buy or take the next logical step toward that final purchase. And for more complex purchases with a multistep sales funnel, the chatbot can qualify the lead before connecting the customer with a trained sales agent.

How do chatbot solutions improve customer satisfaction?

Today, chatbots can consistently manage customer interactions 24x7 while continuously improving the quality of the responses and keeping costs down. Chatbots automate workflows and free up employees from repetitive tasks. A chatbot can also eliminate long wait times for phone-based customer support, or even longer wait times for email, chat and web-based support, because they are available immediately to any number of users at once. That’s a great user experience—and satisfied customers are more likely to exhibit brand loyalty.

Do virtual agents or chatbots respond to customers in real-time?

A chatbot can answer questions 24 hours a day, seven days a week. It can provide a new first line of support, supplement support during peak periods, or offer an additional support option. At the very least, using a chatbot can help reduce the number of users who need to speak with a human, which can help businesses avoid scaling up staff due to increased demand or implementing a 24-hour support staff.

What is an API?

An API is a software intermediary that enables two applications to communicate with each other by opening up their data and functionality. App developers use an API’s interface to communicate with other products and services to return information requested by the end user. When you use an application (such as a virtual assistant) on your phone or computer, the application connects to the Internet and sends data to a server via an API. The API then helps the server interpret the data so it can perform the necessary actions. Finally, the server sends the requested data back to your device via the API where it is interpreted by the application and presented to you in a readable format. Without APIs, many of the online applications that we’ve come to rely on would not be possible.

Can you interact with a customer service chatbot on a mobile app?

Yes, in fact deploying chatbots to mobile apps is a common use case. Lloyds Banking Group, the UK’s largest retail bank, has multiple virtual assistants, most prominently a retail mobile banking app where more than 10 million mobile customers can communicate with the bank at a time that suits them.

Can I deploy my AI bot to social media channels like Facebook Messenger, Whatsapp, Slack, or Amazon Alexa?

Yes, you can deploy your chatbot to Facebook Messenger, Intercom, Slack, SMS with Twilio, and WhatsApp. You can even deploy to Amazon Alexa. Learn more about Watson Assistant integrations.

Are there chatbot templates to use?

By default, the web chat window shows a home screen that can welcome users and tell them how to interact with the assistant. For information about CSS helper classes that you can use to change the home screen style, see the prebuilt templates documentation.

Can I connect my AI chatbot software to a knowledge base for FAQs?

Watson Assistant's Search Skill provides accurate answers to customer inquiries in any existing documents, websites, knowledge bases and enterprise applications, including Salesforce, SharePoint, Box and IBM Cloud Object storage.

How does the Watson Assistant dialog drag-and-drop editor work?

With most tools, fixing a conversation flow is brittle and error prone, but with Watson Assistant's drag-and-drop editor, you can quickly change your content, conditions, or step prioritization without worrying about causing more problems.

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