AI agents for customer service that connect to your existing systems, resolve requests instantly and scale securely across touchpoints.
How AI agents change customer service
Customers expect effortless service across every channel. AI agents for customer service are software agents that interpret a customer request, retrieve the data needed to act on it and complete the task in your existing systems. Most teams are working with disconnected tools, which makes it hard to deliver consistent experiences or resolve anything beyond simple requests. IBM watsonx Orchestrate changes that.
Deploy and orchestrate AI agents without code. They connect to your existing systems and handle complex customer interactions across multicloud and multi-app workflows. With built-in governance and clear agent visibility, teams can resolve more work end to end and do it faster. Live agents stay focused where they matter most: the complex customer needs that require human judgment.
Meet the watsonx Orchestrate customer service agents
IBM watsonx Orchestrate brings agentic AI to the contact center, so agents can reason over context and complete tasks instead of following scripted flows.
- Agentic orchestration
- Fast, reliable agents
- Governance and observability
Resolve complex requests
Replace rigid flows with an orchestrator that can reason over context, coordinate specialized agents, call the right tools, apply policy checks and complete tasks end to end. The result is higher resolution, safer automation and a system that scales more easily, because you extend capabilities by adding agents and tools, not rebuilding flows.
Deliver reliable, compliant interactions
Build agents that are fast when it matters and flexible when it helps. Use deterministic patterns alongside AI reasoning to control behavior in critical interactions—ensuring responses are reliable, compliant and ready for voice and digital channels, with auditability built in.
Govern and monitor AI operations
AI autonomy is not a single setting you apply everywhere. Regulated industries in particular require close oversight. Validate agent behavior before deployment, then monitor and govern performance at runtime. Maintain control, manage risk and ensure transparency as you scale AI across customer care.
See how it works
Real-time agent assist that acts, not just advises
Most agent-assist tools stop at suggestions—your reps switch between applications to get anything done. Agent Assist with watsonx Orchestrate goes further: It listens in real time, detects intent and triggers automated workflows. When a banking customer disputes a charge, for example, it automatically retrieves their transaction history, pre-fills the dispute form and recommends a resolution path before the rep asks a single question—all while the rep stays present with the customer. Consequential actions pause for human approval, so the rep stays in control of every decision that matters.
AI voice agents that resolve calls without the wait
IBM watsonx Orchestrate offers natural, human-sounding conversations over the phone. No more robotic voices or awkward pauses. By guiding customers to interact with AI instead of waiting for a human agent, watsonx Orchestrate helps lower contact center costs and speeds up problem resolution.
Cut average handle time, lift first-contact resolution and improve worker efficiency—across any channel.
Resolve routine contacts with AI so your team handles more volume without adding headcount.
AI hands off full context to human agents—no repeating, no frustration.
Let your team focus on what matters. AI handles the routine and supports the complex.
Say goodbye to robotic interactions. Build confidence with natural-sounding AI.
Scale effortlessly during peak times and across languages—without increasing headcount.
Integrations for the customer care professional
IBM watsonx Orchestrate empowers customer care teams to launch AI agents that work with 80+ leading enterprise apps, tapping into a broad set of tools and systems that companies use every day.
More use cases
Transform sales with agentic AI that unifies workflows, automates decisions and orchestrates action across tools and teams—so your team can focus on closing, not clicking.
Empower employees, managers and HR professionals with enterprise-ready AI agents that work seamlessly with your existing systems.
Empower finance teams with AI agents that improve speed, accuracy and decision-making—no code required.
Boost resiliency and cost efficiency with pre-built agents that connect across your ecosystem.
*Disclaimer
Calculated prices are estimates provided for planning purposes only taking into account potential IBM discounts, and are not a formal offer from IBM or an IBM Business Partner. The estimation may reflect the total discounted price. Certain factors such as configuration, add-ons, or additional requirements will affect final price. IBM Business Partners set and provide their own IBM watsonx Orchestrate pricing, and neither IBM nor IBM Business Partners are bound by the provided estimate. The results shown are based on certain assumptions, including USD 6 per digital conversation and USD 8 per voice conversation in the US market. The results of this tool are provided for illustrative purposes only, to help you determine whether to consider IBM watsonx Orchestrate as a business solution. The results are not based on actual data or statistical modeling, and may not be accurate or applicable to you. Actual results will vary based on your particular business conditions, usage and configurations and environment, among other factors. Results from the calculator should not be relied upon, and are not a guarantee or commitment regarding any potential or actual financial results or other benefits you may achieve. Actual ROI and benefit will vary depending on individual client configurations and conditions.