Overview
Deliver fast, consistent, and accurate answers
Time is money, especially in customer service. When a chatbot doesn’t understand your customer and vice versa, you lose money with lost sales and customers, and you lose budget when customer service agents have to work longer and harder to assist your customers. Overcome this with an AI-powered assistant that understands customer requests the first time—and then automates answers and actions with seamless integration with backend systems and processes.
The results can be dramatic. At one bank, a Watson Assistant system has answered 96% of all questions correctly, providing fast, consistent, and accurate answers in multiple languages. This also means you can meet your customers where they are, on any channel – voice, mobile, social media, email, self-service channels, customer portal, or customer community – with a helpful customer service ai chatbot platform.
Impact on customer service
Source: IBM Institute for Business Value
Drive purchases
73%
73% of American consumers point to customer experiences as an important factor in their purchasing decisions.
Retain customers
91%
91% of unsatisfied customers part ways with a brand after just one bad experience.
Boost customer satisfaction
99%
99% of organizations using AI-based virtual agent technology report an increase in customer satisfaction.
Benefits
Improve customer satisfaction
Boost first contact resolution rates using AI power to show, tell, and perform with the highest accuracy. Rely on machine learning and natural-language understanding (NLU) to identify what your customers want and how to best solve their problems.
Generate trust and sales
Contextualize customer experiences and personalized offers to build stronger relationships and increase customer retention. Seamlessly integrate with Twilio Segment, among other customer data platforms, to gather insights from your customers, and deliver customized and relevant experiences for each unique user.
Save your budget
Speed average handle time for your human agents with self-service customer chatbots to answer simple or routine questions. Your agents then receive seamless handoffs with all gathered information being forwarded, eliminating the need to repeat questions and answers.
Features
AI-powered conversations
Deliver more accurate and consistent experiences right out of the box. Advanced clarification and defined response modes enable you to achieve greater accuracy with little training data needed. AI-power speeds training of your intelligent virtual assistant on your business, even in multiple languages.
Analytics provide valuable insights
Understand your customer’s end-to-end support experience and use data to continually personalize and optimize. Powerful analytics improve your chatbots for customer service with comprehensive and clear metrics. Review summaries of virtual agent interactions to verify performance. Visualization and analysis of critical metrics and KPIs highlight the topics users and customers want addressed.
Easy omni-channel deployment
Offer 24/7 accessibility on any channel while integrating seamlessly and easily with backend systems such as contact center as a service (CcaaS), telephony, and CRM platforms. Then incorporate natural-sounding voice functions to give your AI virtual assistant a clear and friendly presence.
Analyst reports
Forrester
The Forrester Total Economic Impact study finds Watson Assistant customers saw USD 24 million in benefits over three years.
Gartner
IBM named a Leader in the 2022 Magic Quadrant™ for Enterprise Conversational AI Platforms.
See a chatbot in action
Vodafone
Meet TOBi, the Watson-powered virtual superagent. This personalized chatbot for customer service 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.
Featured client stories
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.
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.
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.
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
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