Elevate retail experiences with the global leader in AI

Section body: Watson Assistant offers intuitive, drag-and-drop builds and world class AI customer support capabilities. Our retail chatbots allow customers to self-serve a wide range of queries, support accurate routing to human agents, and deliver highly personalized, contextually relevant shopping experiences. If you’re ready to take retail experiences to the next level, partner with the global leader in conversational AI technology solutions for retail.

Accelerate lead generation

Increased wallet share


Consumers are 40% more likely to spend more than they originally planned (link resides outside IBM) when their retail experience is highly personalized to their needs.

Increased engagement


Camping World leveraged Watson Assistant retail chatbots to increase customer engagement by 40% across all platforms.

Increased efficiency


Agent efficiency at Camping World increased by 33% with Watson Assistant, effectively decreasing overall wait time to just 33 seconds.


Enhance personalization, extend automation, empower your shoppers

Watson Assistant puts your customers at the heart of your hybrid shopping experience.

Create more personalized, relevant retail experiences

Connect to customer data platforms and other digital support tools to understand who your customer is and how best to serve them.

Provide customers with 24/7 global access

Regardless of when and where a customer inquiry comes in, Watson Assistant instantly and effectively responds in real-time.

Never miss another important sales lead

Capture and document every lead that comes in, ensuring appropriate follow-up by human agents.

Better leverage your human agents

AI empowers self-service capabilities for simple queries like order status so that human agents can focus on higher-value opportunities.

More accurately route the right calls

Understand customers’ intentions in context, providing the opportunity to be accurately routed to a live agent for more complex questions.

Scale call center efficiency

Eliminate noisy, quick, simple customer queries using natural language processing (NLP) to make human-like connections.


Integrated, intelligent, and easy to build

Watson Assistant easily integrates with many of your existing technology stack, ensuring every interaction is fueled by data that delivers contextually relevant interactions. And whether you’re building your chatbots with internal teams or external contractors, you can count on an intuitive, simple build with no programming required.

Integrate your tools

Unify existing customer support systems and harvest all available data to enhance self-service capabilities and ensure consistent, contextually aware answers.

Leverage customer data

Watson Assistant AI bots collect relevant data from every customer interaction and can help ensure those insights are applied in effective, profitable ways.

Drag and drop simplicity

Using Watson Assistant, internal teams or external contractors can build and maintain advanced conversational flows without any programming knowledge—just drag and drop.

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

How customers use it

Inform every interaction

Illustration showing chatbot interaction with person asking for retail locations

Inform every interaction

Enable retail customers to serve themselves, from finding retail store locations to interacting with complex inventory management and pricing systems.

Guide every experience

Illustration showing chatbot interaction with person asking for assistance

Guide every experience

Advanced AI accurately responds to customer inquiries with personalized guidance designed to measurably elevate customer experiences.

Advise every possibility

Illustration showing chatbot interaction with person asking for a specific color and size shirt

Advise every possibility

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


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 (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.

Do I need a dedicated development team to build my Watson Assistant retail 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 retail chatbots to multiple channels, such as phone, web and social?

Watson is unparalleled at delivering high-impact omnichannel experience to your retail and e-commerce customers, deploying to apps, such as Facebook Messenger, Intercom, Slack, SMS with Twilio, WhatsApp, Hubspot, Wordpress, and more. And of course, seamless integrations route customers to your telephony and interactive voice response (IVR) systems when they need them.

How well does Watson Assistant integrate with my existing architecture?

Watson Assistant sits at the center of your support architecture, ensuring customers enjoy consistent, high-quality experiences every time they interact with your brand. Our unique approach to unification architecture ties together the right tools to deliver a consistent brand experience every time a customer interacts with your brand. Watson Assistant also acrts as a source of data for hyperpersonalization and a destination for automation, helping improve and increase personalization for each user’s unique profile.

Why is Watson Assistant so relevant in today’s highly competitive, hybrid shopping retail environment?

The customer experience has never been more vitally important, and shopper demands have never been higher. As many shoppers now shift to a hybrid model, they expect instant access to complex data like real-time inventory levels and product comparison charts.

At the same time, the retail market is expanding to include new competitors who threaten to further erode market share away from more traditional retailers. Retailers must continue to find new ways to engage their audience, provide them with the information and self-service functionality they need (without having to wait for a sales associate to assist), and share contextually relevant recommendations based on shopping history.