Overview
Learn how your peers build better virtual agents, powered by AI
There’s no substitute to hearing from someone who’s personally used a product you’re considering. Here are stories from clients who have used and come to rely on IBM Watson Assistant to help them deliver consistent and intelligent customer care across all channels and touchpoints with conversational AI.
Featured client stories
Humana
Costly pre-service calls were reduced and the healthcare provider experience improved using Watson’s conversational AI to quickly determine patient insurance coverage. The solution receives more than 7,000 voice calls from 120 providers per business day.
Department of Community Affairs
To help citizens keep their lights on and the heat running after they’ve fallen behind on their energy payments, the State of New Jersey has launched a portal to speed the application process, saving 800 call center hours per month.
Camping World
A reimagined customer experience with an AI-powered virtual assistant has enabled Camping World to increase agent efficiency 33% and modernize its call centers.
ENN Group
To drive clean energy options that help improve the quality of peoples’ lives, the energy giant ENN is using IBM Watson® Assistant to interpret and respond to IT employee service desk requests, reducing processing time by 60%.
ABN AMRO
A virtual agent named Anna uses a powerful conversational AI platform to conduct over a million customer conversations per year and to speed customer service. Anna answers 90% of customers’ requests in the Dutch or English language.
VIA Metropolitan Transit
AI, analytics, and cloud technology are combined to power Ava, a virtual assistant who can answer more than 150 common questions 24x7 in English and Spanish, and predict next-bus arrivals in real time.
See a chatbot in action
Vodafone
Meet TOBi, the Watson-powered virtual superagent. This personalized chatbot offers immediate support to resolve more than 70% of Vodafone’s first customer contacts in English, German, Italian, and Spanish — and doubled their website conversion rates.
Additional case studies
Banking and Financial services
Healthcare
Analyst reports
Gartner
IBM named a Leader in the 2023 Magic Quadrant™ for Enterprise Conversational AI Platforms.
Forrester
The Forrester Total Economic Impact study finds Watson Assistant customers saw USD 24 million in benefits over three years.
Accolades from clients
G2 Leader recognition
“Watson Assistant is more than a chatbot. It knows when to search for an answer from a knowledge base, when to ask for clarity and when to direct users to a human agent for more assistance.”
Gartner Peer Insights
“We've been exceptionally impressed by our experience with IBM staff and Watson Assistant technology.”
TrustRadius Best Software Award
IBM Watson Assistant has won the TrustRadius Best Software award for 2022 across all markets – Enterprise, Mid-Market and Small Business
Testimonial
We needed flexibility around our NLP/NLU (natural language processing and natural language understanding) solution so we could change the dialogues and interactions, and address the new needs of customers on that specific day.
Jeroen Das
Product Owner of Conversational AI,
ABN AMRO Bank N.V.