Customer service transformation consulting
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AI for customer service

Unlock efficiency and supercharge your agents with generative AI. Faced with rising customer expectations and operational costs, companies are increasingly challenged to modernize their customer service. With AI for customer service, IBM Consulting helps organizations develop a data and AI strategy to transform customer service and empower their employees, delight customers and unlock new revenue streams. Companies are moving ahead of their competitors by using IBM Consulting to implement responsive contact centers that incorporate generative AI from any technology partner. Combined with streamlined field and front-line service strategies, we help companies re-engineer processes and adapt technology to support any customer from anywhere, at any time.


Benefits 15-30%

average uplift in revenue through enhanced digital engagement¹


increase in customer satisfaction levels, higher than competitors¹


accuracy rate for automated customer service answers with Watson Assistant2

See how Bradesco did it
Capabilities AI-led service transformation strategy

Create an AI-driven system of engagement with a seamless, 360-degree view of your customer across service, sales and marketing to transform operations, drive growth and improve customer satisfaction.

Contact center modernization

Serve more customers more quickly and consistently in their channel of choice with self-service features enabled by chatbots, virtual and voice assistance, supported by automation in the cloud.

Field service optimization

Monetize field service—while maintaining speed and productivity—by adopting AI-driven insights and technologies that enable frictionless buying and maintenance to reduce downtime and service costs.

Workforce performance enablement

Implement AI-driven features to automate routine customer requests and enable employees with the tools, training and real-time coaching to improve employee experience, performance and retention.

Customer service outsourcing

IBM iX offers turnkey business outsourcing models spanning people, processes, AI and other technology to help companies transform operations, create efficiencies and elevate customer satisfaction.

Co-create with IBM Garage ™
Ideate, build, measure, iterate and scale solutions seamlessly with our end-to-end framework of design thinking, agile and DevOps practices. Achieve speed-to-value and adopt breakthrough technologies through the partnership created with your team and a diverse set of IBM experts in business, design and technology. Learn more Talk to an IBM Garage expert
Case studies How Helsinki built faster, more flexible CX

AI for customer service combined all city data into one virtual assistant platform.

Creating reliable and accessible digital channels with AI

Through IBM and Salesforce, Caixa Bank provides employees with the tools and info to build stronger customer relationships. See how they incorporated AI, including IBM Watson, to unlock value.

Uniting client, partner and employee experiences on one platform

Explore how IBM brought its experiences together on Salesforce Customer 360, using IBM Watson virtual assistants to answer inquiries and streamline communication between different departments.

How Rhode Island modernized to enhance its public health response

At the onset of COVID-19, Rhode Island needed tools to better safeguard residents. See how they launched a virtual agent in just 12 days that handled 100,000+ conversations to streamline interactions.

Transforming the member experience for the Recording Academy®

IBM helped the Academy optimize its Salesforce solutions with AI, automation, intelligent workflows and GRAMMY Insights with IBM Watson® to enhance fan and member experiences.

Taking the pain out of buying a home with IBM Watson® Assistant

NatWest Group and IBM co-created an AI-powered, cloud-based platform that empowers mortgage call center employees with real-time support for home buyers, boosting customer loyalty and time savings.

Strategic partnerships Salesforce

As the top global strategic partner, together with Salesforce, we don't just create business value. We combine the power of Salesforce with open and emerging technologies, deep industry and human-centered design capabilities, and the data insights needed to deliver impact.

Explore our Salesforce services Read the State of Salesforce report, 2023–24

IBM and AWS have assembled an ecosystem of highly experienced professionals dedicated to deploying customer solutions on AWS. IBM helps you move existing workflows to the AWS cloud, develop cloud native apps and manage your AWS Cloud environment.

Explore our AWS services Read why Thomson Reuters partnered with IBM Consulting
Microsoft Azure

IBM and Microsoft have a proven track record of industry firsts and innovation. Together, we have led global business transformations for large enterprises, with an in-depth portfolio of integrated services and technologies.

Explore our Microsoft Azure capabilities Read why Siemens Gamesa partnered with IBM Consulting

Reduce costs and increase agility with cloud managed services for SAP applications.

Explore our SAP services Read the Insights on SAP report

Building on more than 20 years as an Adobe consulting partner, our partnership is focused on helping clients design and deliver more personalized experiences that foster customer loyalty and trust.

Explore our Adobe cloud services

IBM and Samsung have collaborated for decades. Our partnership is expanding with solutions to drive innovation, connecting Samsung’s fit for purpose and 5G-enabled devices and security with IBM digital transformation, hybrid cloud and AI expertise.

Explore our Samsung services


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Transform your service organization from a cost center into a value-generating revenue stream for sustained growth Get started
Design-led, data-driven CX

Meet the demands of the experience era to drive growth and build trust and loyalty.

The Total Economic Impact of a Contact Center Transformation

This study from Forrester Consulting, commissioned by IBM, describes the Total Economic Impact (TM) that businesses can expect.

Put the AI in trailblazer

In The State of Salesforce 2023–24, find out who’s creating more value from the Salesforce platform—and how.

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Unlock the strategic value of enterprise data and build an insight-driven organization.

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Deliver consistent and intelligent customer service across all channels and touchpoints with conversational AI, virtual assistance and self-service options.

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 Intelligent automation services

Discover how to make people more productive, processes more efficient and IT systems more proactive.

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Subscribe to CX topic updates Know more Contact our team

Find out how we can help with in-depth industry and process experience together with AI, hybrid multi-cloud deployment and talent and change management capabilities.

Explore career opportunities

Join our team of dedicated, innovative people who are bringing positive change to work and the world. 

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