AI for Customer Service

Move from customer service handoffs to resolution

Break complex customer requests into coordinated, secure actions — verifying details, updating systems, triggering follow-ups, and assisting agents — so AI resolves issues across channels while protecting sensitive data and reinforcing customer trust.

Higher resolution, lower service friction

Enhance call center efficiency

Increase call center efficiency and cut costs with AI agents that handle more calls, improve FCR and CSAT, and can be tailored by nontechnical teams.

Boost agentic front-end customer care

Resolve issues via agentic website chat, routing to systems or people as needed- simple to deploy and effective for teams of any size.

Use natural voice AI

Handle customer calls with AI voice agents that manage issues end-to-end, connect backend systems, and escalate securely when needed.

Coordinate across workflows

Break complex customer issues into coordinated tasks handles by specialized agents, orchestrated across systems to resolve interactions end-to-end.

Protect customer data

Deliver secure, governed solutions with AI that protects data, enforces policies, and builds trust while resolving issues.

Improve containment rates

Resolve more customer requests with agentic AI, reducing live-agent escalation, lowering costs and improving customer experience.

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Create breakthrough productivity with one of the industry’s most comprehensive set of capabilities for helping businesses build, customize and manage AI agents and assistants.

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IBM watsonx Orchestrate coordinates AI agents across systems to handle complex customer needs end-to-end, improving containment, reducing escalation, and delivering better service experiences.

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Watsonx.data is the hybrid, open data lakehouse unifying data access and automating governance to make the most of your data for AI and BI.

Relevant services

Customer service transformation

Faced with rising customer expectations and operational costs, organizations need to deliver for their customers and transform their teams. With AI for customer service, IBM Consulting® helps organizations develop a data and AI strategy to transform the customer service experience and empower their employees, delight customers and unlock new revenue streams for improved profitability.

Explore IBM customer service consulting services