Overview
Every agent can be your best agent
Your service agents are your most valuable contact center resource. Unfortunately, agents spend much of their time searching through multiple systems to find answers, bloating response time and frustrating customers. AI can automate the repetitive requests that eat up valuable time and help ensure agents are empowered to solve more complex customer problems.
Watson Assistant for agent assist harnesses the power of AI to bring your agents the relevant insights and information to respond to customer inquiries faster. Seamless integration across engagement channels and back-end systems automates responses via web or mobile chat, and can draw from your database or CRM—and even learn from past interactions by your best agents. The agent assistant bot can monitor all calls and suggest information or next steps before your agent asks. Best-in-class natural language understanding (NLU) and natural language processing (NLP) help recognize the intent, entities, and sentiment of your agents and customers in real time.
Impact
Faster answers
60%
Reduce the time your agents spend searching for information. Crédit Mutuel client advisors can now answer customer questions 60% faster.
Optimize performance
20%
Speeding conversations can optimize efficiency. NatWest Group saw the length of agent conversations with customers cut by 20%.
Agent assist in action
Real-time guidance
Scale the expertise and guidance of your best agents to every customer interaction. Watson Assistant can “listen in” on support conversations to surface relevant information in context while proactively advising agents in real-time, based on intents, entities, and customer sentiment within the discussion.
Support for your agents
Sometimes even experts need a little help. Connect Watson Assistant to your back-end systems and assembled knowledge to enable agents to engage with business processes or quickly extract insights from masses of existing documents or chat logs—all through natural conversation.
Maximize performance
Analyze call volume, agent performance, and spot trends in customer interactions and workload to optimize contact center performance and effectiveness. Efficiently train and support new agents to speed onboarding by embedding information in existing support channels, such as Intercom. Provide suggestions and manage simple tasks autonomously.
IBM named a Leader in the 2022 Magic Quadrant™ for Enterprise Conversational AI Platforms
Client success
NatWest Group
Automated assistance now seamlessly blends with human intervention. Using IBM Watson, RBS (now NatWest) built a digital assistant to improve customer engagement with faster problem resolution and cut agent conversation time with customers by 20%.
Bradesco
Customers receive responses in seconds, not minutes. Brazilian bank Bradesco is giving personal attention to each of its 65 million customers with IBM Watson. Response times were reduced from 10 minutes to a few seconds.
Crédit Mutuel
Expert service is now 60% faster. Crédit Mutuel is building on its contact center expertise with IBM Watson. They speed workflows and enable client advisors to address more nuanced problems.
Testimonial
We started to see a lot more competence from CSRs on their calls. The Watson chatbot helped their quality of work and positively affected the customer experience.
Melissa Randolph
Contact Center Supervisor
DXC Technology