Omni-channel use

Web chat (beta)

Building a chat interface takes months, and creating a meaningful experience takes longer. Our web chat, embedded with best practices, can be deployed in minutes. Plus, we build in seamless agent escalation.

Voice

Tired of robotic call center menus? Long wait queues? Let customers ask their questions in natural language – fast-tracking them to the answer. You can also blend texting and voice simultaneously for instant information exchange.

What sets Watson Assistant apart

Clarifies when unsure

Watson Assistant doesn’t jump to conclusions. With disambiguation, when the user has an ambiguous issue that could have multiple responses, the system automatically asks for clarification.

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Hand off to a human agent

Some topics require a human. The assistant can transition the conversation to a human agent without leaving the chat experience. If your customer happens to be in a long queue, she can continue to solve her problem with the assistant while waiting.

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Great multitasker

Watson Assistant multitasks. With digressions, when a user changes the topic in a chat, the system will automatically leave the main subject, address the new topic, and then seamlessly return to the original subject.

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Anyone can build

Simple dialog builder

We provide a simple and intuitive interface for building responses to user questions — no developer experience required.

Use your chat logs

You already have customer chatlogs at your fingertips – use them. With machine learning, Watson Assistant automatically identifies topics from pre-existing chat logs.

Pre-built content

Watson Assistant comes packaged with Customer Care, Banking, Insurance, Telco, Utilities, eCommerce, and chit chat content.

Powered by NLU

Using natural language understanding (NLU), Watson Assistant’s best in class AI powers the underlying language. models so toy can build the smartest assistant your business needs.

Understanding language

When you provide a few questions (intents) and clarifying terms (entities), Watson Assistant uses machine learning to understand the meaning behind the request. We also support 13 languages so you can extend your global reach.

AI recommendations

We weave AI into every aspect of your assistant. We automatically identify new topics your customers are asking about, proactively highlight issues in training data, and infuse autocorrection into user interactions.

Connect to anything and deploy anywhere

Connect to any channel

Bring Watson Assistant to your customers – wherever they are. We connect to the channels your customers use (think – website, phone, kiosk, or messaging channels like Facebook). Choose our out-of-the box integrations to speed your deployment.

Connect to any customer service platform

Finally, an assistant that works with platforms you already use. Our one-click integrations connect with digital and voice customer care systems like Salesforce, Intercom and more. You also have the flexibility to create customized connections to whichever platforms you use.

Connect to any content

Your assistant should be more than a FAQ bot. Watson Assistant pairs with Watson Discovery so you can use AI-powered search to pull answers from your existing content (e.g. knowledge base articles, marketing pages, or internal documents) to solve your customers’ questions.

Connect to any app

Your assistant needs to be able to pull in information for personalized answers, pay bills, and track your customers’ packages. Using common techniques (like webhooks), Watson Assistant can do this and more by connecting to other APIs or applications as needed.

Deploy on any cloud or on-premises

Yes, we mean any cloud – IBM, Amazon, Google, or Microsoft. Or for complete control and isolation, deploy Watson Assistant in your private cloud or on-premises.

Built on Red Hat

When you deploy Watson Assistant on any cloud, it uses Red Hat OpenShift Platform, the enterprise-ready Kubernetes container platform, to improve developer productivity and promote innovation.

Own your data

Data privacy and compliance

Watson Assistant offers clients full data isolation. You own your data and insights - we make sure you maintain ownership. Also, we are ISO 27001, 27017, and 27018 certified; and GDPR and HIPAA compliant.

Mutual authentication

Establish an even more secure channel of communication between your app and Watson Assistant through mutually authenticated SSL certificates.

Bring your own keys (coming soon)

Bring your own keys (BYOK) allows you to use your own software to manage and generate your encryption keys. You have control over encrypted data.