Building AI assistants in AI assistant builder

In watsonx Orchestrate, you build the AI assistant by using AI assistant builder. AI assistant builder is a chat interface builder that helps to deploy an engaging and embedded chatbot experience. AI assistant builder integrates the power of large language models (LLMs) and conversational capabilities of watsonx Assistant to enable responsive and interactive conversation between the users and watsonx Orchestrate.

AI Assistant home page

In the AI assistant home page, you can:

  • Create or view all assistants in your tenant.
  • Switch between tenants.
  • Improve your assistant with recommendations.
  • Get an overview of your assistant's structure.

How it works

This diagram illustrates how AI assistant builder delivers an exceptional, omnichannel customer experience:

How it works
Flow diagram of the service

By using the AI assistant, customers can interact with watsonx Orchestrate through one or more of these channels:

  • A web chat that you embed in your company website and that can transfer complex requests to a customer support representative
  • An existing social-media messaging platform, such as Slack, Facebook Messenger, or WhatsApp
  • A phone call or text message
  • A custom application that you develop, such as a mobile app or a robot with a voice interface

The assistant receives a message from a customer and sends it down the appropriate resolution path.

If you want to process incoming messages, you can use webhooks to inject logic that calls an external service that can process the messages before the assistant routes them. Likewise, you can process responses from the assistant before they are returned to the customer.

The assistant chooses the appropriate resolution from among these options:

  • An action interprets the customer's message further, then directs the flow of the conversation. The action gathers any information that it needs to respond or perform a transaction on the customer's behalf.

  • A search integration uses existing FAQ or other curated content that you own to find relevant answers to customer questions.

  • If a customer wants more personalized help or wants to discuss a sensitive subject, the assistant can connect the customer with someone from your support team through the web chat or phone integration.

Read more about these implementation steps by following these links:

Browser support

For information about web browsers that are supported by the web chat integration, see Browser support.

Language support

Conversational skills in AI assistant builder support Brazilian Portuguese, English, French, German, Japanese, and Spanish.