Faster responses. A human touch.

We can pretty much guarantee that your customers hate Interactive Voice Response (IVR): “Press 8 if you want to speak with customer service.” You can now move past that to improve first-contact resolution, reduce hold times, smooth channel and agent handoffs, and boost agent efficiency. This is a major opportunity for competitive advantage as only 2% of contact center calls are now handled by AI (Source: Gartner). Out-of-the-box bots are not the answer, since they’re usually only able to answer simple FAQ questions.

Infused with IBM Watson® Text to Speech and IBM Watson® Speech to Text — both based on our market-leading natural language processing (NLP) — IBM Watson Assistant can deliver the benefits of AI-powered search and intelligent document processing to quickly find information in unstructured documents. The benefits of AI voice, AI voice chatbots, and NLP include increased customer and agent satisfaction, improved call resolution rates, and reduced operational costs.


Reduced cost per contained conversation

USD 6.00

A 2023 Forrester Consulting Total Economic Impact™ study, commissioned by IBM, modeled a composite organization based on real client data that shows USD 6.00 saved per contained customer conversation.

Optimized call routing

USD 7.75

The same model shows USD 7.75 saved per correctly routed call with Watson Assistant. Watson Assistant gathers upfront information and efficiently routes calls to the appropriate customer service agent, helping reduce transfers and time-to-resolution.

Less time waiting


DXC Technology saw 30% reduction in average call-handle times, enabling customer service representatives to provide better quality service.



Helping you leverage CCaaS

To bring you the benefits of contact center as a service (CCaaS) we integrate Watson Assistant with the systems of CX and many other vendors. By automating, you can reduce your total cost of service, deliver answers faster, and offer more accurate routing.



All client examples cited or described are presented as illustrations of the manner in which some clients have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics will vary depending on individual client configurations and conditions. Generally expected results cannot be provided as each client's results will depend entirely on the client's systems and services ordered.