Your customers interact with a chatbot, which is also known as an assistant, through
a client application. You can build your own client application or you can use the
built-in web chat integration. Embed the web chat integration in your company website
to add a chat window to your website pages. Customers can use the chat window to
interact directly with your assistant and get help with tasks or answers to their questions.
Use the intuitive graphical tools that are provided with the Watson Assistant service to
develop training data that captures your unique customer needs and use cases.
Watson Assistant uses the training data to generate a customized machine
learning model for you. This model is what powers your assistant to understand
requests from customers so it can answer them correctly.
After your assistant analyzes the message from a customer, it routes the message to the appropriate skill.
- The dialog skill interprets the user input further, then directs the flow of
the conversation. The dialog gathers any information it needs to respond or
perform a transaction on the user’s behalf. The skill can connect with other
IBM services or interact with your own back-end systems to extract information
or perform transactions that are based on the user’s intent or other
- The search skill routes complex customer inquiries to IBM Watson™ Discovery
for IBM® Cloud Pak for Data. Discovery treats the user input as a search
query. It finds information that is relevant to the query from the configured
data sources and returns it so the assistant can share the information with
the user as its response.
With the help of the skills that you build, your assistant can answer simple
or complex questions, and even perform tasks, such as opening tickets,
updating account information, or placing orders.