Home AI and ML watsonx Assistant Build customer service chatbots infused with generative AI
Deploy superior AI customer service chatbots that leverage generative AI to enhance customer experience and boost brand loyalty and retention
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Differentiate your brand with advanced customer service chatbots

Overcome the friction of traditional customer support—build AI-powered chatbots and voice assistants to enable self-service, automate the standard customer interactions and relay only complex and sensitive queries to your customer service agents. Powered by large language models (LLMs) you can trust, the IBM® conversational AI platform empowers your team to easily deploy helpful AI chatbots that understand customer requests the first time and navigate human conversations without getting stuck. The results can be dramatic—at one bank, watsonx Assistant answered 96% of all customer queries correctly, providing fast, consistent, multi-lingual support.

Benefits 24x7 omnichannel availability

Address customer inquiries in real-time and on preferred channels—on your website, on mobile apps, over the phone or on social media messaging apps like Whatsapp and Facebook Messenger—for better customer satisfaction. Make your AI customer service chatbot available on these channels and integrate it to your contact center platform to ensure a smooth hand-off to human agents when required. See how easy it is to deploy with our built-in integrations.

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Personalized customer experiences

Transform your customer interactions! Connect your AI-powered chatbot with your CRM (Zendesk, Hubspot, Salesforce and many others) and integrate with customer data platforms, like Twilio Segment. Analyze past customer engagements to understand preferences and common issues and enhance customer care by enabling tailored responses, proactive suggestions or personalized product recommendations on e-commerce platforms.

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Increased support agent productivity

Automate routine workflows and tackle FAQs to free up human agents and enable them to focus on unique customer issues that require human interaction. Sort customer questions and gather information before transferring the conversation to the support team. Offer real-time guidance and resources to agents to cut back on response times.

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Related features
Empowered generative AI conversations Generate accurate, conversational answers grounded in your company’s knowledge base to ensure a positive customer experience. The watsonx Assistant platform is infused with the latest innovations in machine learning and artificial intelligence, enabling even recently rolled out chatbots to understand human language and gracefully handle customer inquiries without breaking. Learn about artificial intelligence

Natural-sounding AI voicebots Say goodbye to those dreaded long wait times. Transform your call center with conversational AI chatbots that swiftly answer incoming calls, have a clear and friendly voice and give immediate, accurate answers to simple customer queries. According to the 2023 Forrester Consulting Total Economic Impact™ study organizations achieved cost savings of USD 6.00 per contained conversation with watsonx Assistant. Learn about voice chatbots

Optimized, data-driven decisions Improve the effectiveness of your customer service chatbot over time with analytics. Track interaction performance to better understand your customers’ needs, identify bottlenecks and highlight areas for improvement. Identify common issues and FAQs with analytics to refine conversations and provide tailored, more efficient customer support. Learn about analytics
Customer Results Source: 2023 Forrester Consulting Total Economic Impact™ study USD 6

saved per contained customer call with watsonx Assistant

USD 7.75

saved per correctly routed call with watsonx Assistant


reduced interaction handle time for chatbot-augmented service agents

Camping World

A reimagined customer experience with an AI-powered virtual assistant has enabled Camping World to increase agent efficiency by 33% and modernize its contact centers.

TD Bank

Toronto Dominion Bank is revolutionizing customer care through the strategic integration of cutting-edge technologies such as generative AI and the IBM® watsonx™ data and AI platform.


A virtual agent named Anna uses the powerful IBM conversational AI platform to conduct over a million customer conversations per year and improve the customer journey. Anna answers 90% of customer questions in the Dutch or English language.

Related use cases

watsonx Assistant can be quickly configured to meet the special needs of your department.

Human resources

HR automation can improve the employee experience and save time for your entire staff. Employees can get questions answered 24x7.


A powerful AI chatbot for marketing helps boost user experience and drive lead generation with fast, personalized customer support.

Take the next step

Ready to build powerful customer service chatbots? 

Take the self-guided tour or meet an IBM expert for a personalized demonstration and see what an advanced generative AI chatbot solution can do for your customer service team.

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