Overview
Conversational AI for fast and friendly customer care
We bet both you and your customers would like interactions to be friendlier and faster. To help you deliver that full functionality, IBM Watson Assistant (PDF, 65 KB) brings you a conversational artificial intelligence platform designed to help remove the friction of traditional support, and to deliver exceptional customer care based on the advantage of AI. Watson is powered by large language models (LLMs): foundation models from Watson Natural Language Processing (NLP) that deliver advanced processing and understanding of text, for accurate information extraction and insights from business documents, plus process acceleration and significant insights.
While you improve customer experience with a single path to providing improved chat, intelligent AI virtual agent, and human agent contact center support, you also gain a new, intuitive interface that empowers everyone in your organization to build and maintain AI-powered virtual agents and AI-powered chatbots — without having to write a single line of code.
Deep-learning models can now generate high-quality text and images—based on the data they were trained on.
Meet watsonx
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Boost your financial results
Return On Investment
370%
A 2023 Forrester Consulting Total Economic Impact™ study, commissioned by IBM, modeled a composite organization based on real client data that showed a payback period of less than 6 months and an ROI of 370% over three years.
Answers automated with accuracy
95%
Bradesco automated their customer service answers with 95% accuracy using Watson Assistant—answering 283,000 questions monthly and continuing to learn from feedback of over 10 million interactions.
Self-service availability
24x7
Provide a consistent experience across channels and scale to handle large contact volumes. Use an intelligent virtual agent as the initial touchpoint with customers to provide answers and self-service actions—even during off-hours.
Learn why IBM Watson Assistant is a Leader in the 2023 Gartner® Magic Quadrant™ for Enterprise Conversational AI Platforms
Why choose Watson Assistant
You can deliver exceptional customer experiences that are faster and more accurate than ever — giving you a competitive advantage.
Leading conversational AI
IBM Watson Assistant uses best-in-class natural language understanding (NLU) and an integrated large language model (LLM) to better understand your customers in context so you can deliver fast, consistent, and accurate solutions — when and where your customers need them.
Intuitive interface
Solve customer problems how, when, and where they need. Empower your team with the tools to build intelligent virtual agents that not only understand how to solve a customer problem, but can adapt to a unique situation or channel.
Easy integration
Seamlessly integrate with CRM, back-end systems, and processing power your business needs to deliver true customer self-service and full functionality. Track progress across the entire buyer’s journey to drive real outcomes and ensure your customers’ needs are met.
Continual improvement
Leverage an intuitive low-code visual builder experience to enable everyone on your team to build and manage AI-powered virtual agents. IBMs experts can lend their expertise to speed workflows, and the development and deployment of your new conversational artificial intelligence.
Why rely on Watson Assistant
You can build and provide a superior customer experience easily and efficiently, helping boost your bottom line.
Clear and consistent language
IBM Watson Assistant is built on natural-language understanding (NLU), natural-language processing (NLP), machine learning (ML), and integrates a large language model (LLM)—all to better understand questions, automate the search for the best answers, and complete the user’s intended action.
Providing clear answers and directions
Watson Assistant connects to your contact center customer data platform and other digital support tools and apps to understand who your customer is and how best to serve them, delivering the same personalized care as your human agents, at massive scale.
Easy integration across channels
Connect Watson Assistant to new and legacy messaging channels, voice channels, call centers, interactive voice response (IVRs), market-leading customer service desks, or other apps across your organization.
Simple to build
Say goodbye to complex decision trees or coding. IBM Watson Assistant helps you overcome the steep learning curve and frustrating jargon other virtual agent products use. It’s now easier than ever to design AI chatbots your customers will want to use.
Ongoing analytics and learning
A virtual agent that’s really listening can report back with insights across the entire customer journey. Watson Assistant has the comprehensive analytics to understand and improve your chatbot’s performance through integrations with customer data platforms, such as Segment, and can share those insights with your other apps.
Fast onboarding and training
Using the included pre-built templates and tutorials, your team could stand up a POC in as little as 4 weeks. For a more intensive update and consultancy, IBM can bring our team and resources to help with your unique situation.
Testimonials
I think there have been massive benefits for everyone involved. It’s a win for customers; they get a more consistent, faster response. It’s good for us and our live agents and ultimately good for the industry.
Head of Digital Supply Chain Innovation, Financial Services
From the Total Economic Impact of Watson Assistant
The sooner you start, the sooner you get to a relevant call deflection number. Watson Assistant has a huge impact on that.
Product owner, automotive
From the Total Economic Impact of Watson Assistant
We were really looking for a scalable business model that can interact with our customers.
Senior product manager, software
From the Total Economic Impact of Watson Assistant
Ready to build your AI chatbots?
Footnote
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.