Give citizens better and faster answers with AI-driven automation

Whether it’s an unexpected natural emergency or helping a citizen with a question about public services, your ability to answer every inquiry in a timely manner has never been more important—or more challenging. At the same time, new regulations are requiring state and local governments to uplevel the citizen experiences they deliver. Watson Assistant’s advanced AI chatbots use natural language processing (NLP) to streamline fast, accurate answers that deliver elevated experiences with measurable cost savings and rapid ROI, brought to you by the global leader in conversational AI.

Public sector realities

Rapid deployment

1 week

The city of Austin, Texas was able to deploy Watson Assistant in just one week to meet the public’s need for pandemic-related information 24/7.

Managing call volume


London Borough of Redbridge reported a 95% satisfaction rate among users of their chatbot during the Christmas period.

Shifting expectations


Watson Assistant chatbots handle 6,200 calls per month for New Jersey, which translates to over 800 hours in time saved.


Superior citizen support

Transform the experience you deliver to your constituents with powerful AI capabilities that can be scaled across a wide range of use cases.

Better results, minimal training

Watson AI empowers your team to deliver impressive results with minimal training across nearly any possible channel of communication.

Connect with your constituents

IBM Watson Assistant uses natural language processing and available data to help ensure the chatbots set the right tone, on apps, government websites, by phone or more.

Leverage existing templates

Pre-defined government-specific templates help your team quickly get Watson Assistant operational with integrations, dialog flows, and more.

Empower user self-service

Enable citizens to get the latest community updates, find answers to inquiries like tax deadlines or school closings, and schedule appointments—all available 24/7.

Drive departmental savings

By scaling your team with chatbots, get more work done at less cost while saving up to USD 5.50 per contained call according to Forrester. (PDF, 1.2 MB)

World-class security

Built with IBM security, Watson Assistant protects chatbot data privacy and protects customers against vulnerabilities.


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

Citizen support

Agent Assist

Chat with Watson Assistant helping a person pay a water bill

Agent Assist

Empower citizens to access basic inquiries, allowing them to answer basic inquiries for anything from questions about paying bills to upcoming events.

Digital citizen support

Chat with Watson Assistant helping a person report a pothole in the road

Digital citizen support

Deliver your best self-service support experience across all citizen engagement points and seamlessly integrate AI-powered agents with existing systems and processes.

Voice citizen support

Woman on a mobile phone and laptop asking a question, the chatbot is responding with an accurate answer

Voice citizen support

Leading natural language understanding (NLU) paired with advanced clarification and continuous learning helps achieve better understanding and sharper accuracy.


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 government 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 citizen.

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

Watson Assistant puts the control in your citizens’ hands, allowing them to answer their own basic inquiries and learn how to perform a wide range of functions related to your product or service.  It can do this at scale, allowing you to focus your human resources on higher business priorities.

When a citizen does require human intervention, Watson Assistant uses intelligent human agent handoff capabilities to ensure residents are accurately routed to the right person. With Watson Assistant, the residents arrive at that human interaction with the relevant data necessary to facilitate rapid resolution. That means people get what they need faster and more effectively, without the frustration of long hold times and incorrect call routing.

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

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 visual identity, and then intuitively embed it into your website or mobile applications with a simple cut and paste. Built with IBM security, scalability, and flexibility built in, Watson Assistant 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 constituents, increased efficiency and cost savings, and a more efficient, effective government—without having to hire a specialist.

Can we deploy Watson Assistant chatbots to multiple channels, such as phone, web and social?

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

Why is Watson Assistant so relevant for today’s state and local governments?

Citizens look to their state and local governments in time of need, and the call center is often the first stop. Whether it’s a natural disaster, a quickly spreading pandemic, or they are just looking for guidance on how to pay a bill, citizens shouldn’t be forced to count the minutes in wait time to speak to a human agent when chatbot technology can provide instant responses. And it’s often during unexpected emergencies where people desperately need guidance that call volumes spike.

IBM Watson Assistant uses natural language processing (NLP) to elevate citizen engagements to a uniquely conversational level. IBM’s advanced artificial intelligence technology easily taps into your wealth of insurance system data to deliver the right answers at the right time through robust topic understanding and AI-powered intelligent search, with more complex calls being routed to the appropriate human agents.