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

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

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

Related products

IBM Watson Discovery

Detect emerging trends, perform predictive analytics, and gain operational insights. Text analytics and natural-language processing (NLP) break through data silos and retrieve specific answers to your questions.

IBM Watson Speech to Text

Use AI technology to understand the customer voice and turn it into usable, searchable text in real time. Enable seamless conversation, call transcription, and speedy live agent call resolution.

IBM Watson Text to Speech

Convert written text into natural-sounding audio in a variety of languages. Improve customer experience and engagement by interacting with users in their own languages, increase accessibility for users with different abilities, and providing audio options.