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

Less waiting

30%

Average call-handle times at DXC reduced 30%

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

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