Overview

Accelerate digital transformation, foster human connections

Banking institutions are under increased pressure for digital transformation. Customers demand automated experiences with self-service capabilities, but they also want interactions to feel personalized and uniquely human. Watson Assistant uses natural language processing (NLP) to help answer the call. Build AI-powered chatbots that deliver fast, accurate answers. Eliminate long waits, tedious web searches for information, and help make the right human connections by partnering with the global leader in conversational AI solutions for banking.

Understanding financial impact

Customer containment savings

USD 13M

Continual training of Watson (PDF, 1.2 MB) drives increasing containment rates each year, providing growing cost savings to the organization.

Conversation routing savings

USD 6.7M

Watson Assistant routes calls to the appropriate human being (PDF, 1.2 MB), when escalation is required, more effectively, reducing transfers and time-to-resolution.

Resource consolidation savings

USD 3.2M

Watson helps contain internal questions (PDF, 1.2 MB), enabling organizations to consolidate internal help desk agents and gain quantifiable efficiencies.

Benefits

24/7 customer support, 24/7 customer satisfaction

Watson Assistant uses contextual AI to help ensure your customers get the answers they need.

Empower customer self-service

Automate actions and answers and allow customers to independently resolve their support issues.

Deliver human-like interactions

IBM Watson Assistant for Banking uses natural language processing to elevate customer engagements to a uniquely human level.

Contextualize experiences

Watson Assistant automatically contextualizes experiences based on customer data across every banking interaction.

Optimize for efficiency and efficacy

AI chatbots allow you to extract valuable insights and use those learnings to continually optimize performance.

Increase accuracy, minimize frustration

Watson’s disambiguation feature helps ensure clear communication to accurately respond to customer needs.

Templates get you up and running quick

Watson offers banking-specific templates and documentation on getting started, integrations, dialog flow and more.

Features

IBM named a Leader in the Magic Quadrant™ for Enterprise Conversational AI Platforms.

Customer support

Customer self-service

Illustrated image of a chatbot helping a customer transfer money from savings into checking

Customer self-service

Empower customers to access the basic banking actions they need, from finding branch locations to account balances, payment transactions, transfers, and more.

Drive customer outcomes

Illustrated image of a chatbot offering a customer an upgraded savings account based on their account data

Drive customer outcomes

Leverage advanced AI capabilities to contextually respond with relevant suggestions and helpful guidance designed to measurably elevate the customer experience.

Advise every possibility

Illustrated image of a chatbot helping a customer set up autopay on their account.

Advise every possibility

Intelligently provide recommendations and proactively inform customers about opportunities so that they accurately understand every contextual possibility.

Testimonials

Frequently asked questions

How does Watson Assistant compare to its competitors?

According to G2 Crowd, IDC, and Gartner, IBM’s Watson Assistant is one of the best chatbot builders in the space with leading natural language processing (NLP) and integration capabilities.

Our enhanced intent detection model is faster and more accurate than our previous ones, combining traditional machine learning, transfer learning and deep learning techniques in a cohesive model that is highly responsive at run time. Based on a study (PDF, 246KB, link resides outside IBM), this model is also more accurate than IBM’s main competitors, outperforming Google Dialogflow by 5.6% and Microsoft LUIS by 14.7%.

Not only does our model surpass the competition, but IBM’s Watson Assistant makes it incredibly easy to get started with a host of resources, such as templates, one-click integrations, guided tutorials, SMEs and more. IBM Watson Assistant adapts to the needs of the customer.

How can I be sure Watson Assistant will meet my customers’ needs?

When it comes to digital banking services, consumer expectations are at an all-time high and patience is at an all-time low. Customers expect their financial institution to know them personally, intuitively understand their needs, and accurately provide updates for everything from credit card applications to checking account balances—and they don’t want to wait 11 minutes in a queue to get answers. With Watson Assistant, your customers are empowered to rapidly discover their own answers to a wide range of inquiries.

When a situation does require human intervention, Watson Assistant uses intelligent human agent handoff capabilities to ensure customers are accurately routed to the right person. With Watson Assistant, the customers arrive at that human interaction with the relevant customer data necessary to facilitate rapid resolution. That means customers get what they need faster and more effectively, without the frustration of bouncing around phone trees and having to continually repeat the details of their inquiry.

Do I need a dedicated development team to build my Watson Assistant banking chatbot?

With Watson Assistant, no developers are required. This intuitive platform helps get you up and running in minutes with an easy-to-use drag and drop interface and minimal operational costs. Easily customize your chatbot to align with your brand’s visual identity and personality, and then intuitively embed it into your bank’s website or mobile applications with a simple cut and paste. Built with IBM security, scalability, and flexibility built in, Watson Assistant for Banking understands any written language and is designed for safe and secure global deployment. Turn it on today and empower your team to realize the benefits of happier banking customers, increased sales and retention opportunities, and a more efficient, effective global workforce—without having to hire a specialist.

Can I deploy my chatbot to multiple channels, such as phone, web and social?

Yes, you can deliver an omnichannel experience to your customers, deploying to apps, such as Facebook Messenger, Intercom, Slack, SMS with Twilio, WhatsApp, Hubspot, Wordpress, and more. Our seamless integrations can route customers to your telephony and interactive voice response (IVR) systems when they need them.

Why is Watson Assistant so relevant for today’s financial institutions?

In today’s fast-paced, digital-first world of financial services, speed and customer experience are two priority differentiators that Watson Assistant absolutely delivers on. Whether it’s an urgent mobile app inquiry regarding suspicious activity on a credit card, notifications about bill payments, or just opening a new bank account, customers shouldn’t be forced to spend time waiting to speak to a human agent when Watson Assistant chatbots can help in real time.

IBM Watson Assistant for Banking uses natural language processing (NLP) to elevate customer engagements to a uniquely human level. We call it conversational banking. IBM’s advanced artificial intelligence technology easily taps into your wealth of banking system data to deliver the right answers at the right time through robust topic understanding and AI-powered intelligent search.

Can Watson Assistant really help elevate the customer experience we deliver?

Can you imagine the potential upside to effectively engaging every banking sector customer on an individual level? How would it impact customer experience if you were able to scale your team globally to work directly with each customer, aligning the right banking products and services with their unique financial situations? That’s where the right ai-powered chatbot can instantly have a positive impact on the level of customer satisfaction that your financial organization delivers.

Watson Assistant also makes it easy to move the needle on your bottom line. Through intelligent recommendations and contextual cross-sells and upsells, AI chatbots essentially act as a global team of always-on customer representatives who are always ready with a logical, real-time recommendation based on historical customer data.