Watson Assistant FAQ
Watson Assistant FAQ
What is the Watson Assistant at no charge for 60 days offer?
IBM has built Watson Assistant, an AI-powered virtual agent, that works digitally and by phone. It is pre-loaded to understand and respond to common questions about public services, including voting, government assistant, unemployment, COVID-19 and payer-provider inquiries, as well as industry-specific content, including banking, insurance, retail, customer service and more. It can also be updated by you in minutes based on additional information that matters to your organization - from communicating HR policies, to IT help desk support for employees now working remotely.
This virtual assistant will help provide consistent responses to residents, customers or employees via voice calls or text chat.
Who can access this?
IBM is offering Watson Assistant to organizations via the IBM public cloud, at no charge for 60 days with no commitment required after the free period ends. Watson Assistant will enable organizations to provide information to their constituents, including pre-loaded content topics. IBM can also provide organizations with access to IBM experts who can help with education and assistance to set up and tailor the solution for their users. These services will be available for an additional fee.
Why did IBM develop this?
Initially developed to help organizations cope with questions about the COVID-19 coronavirus pandemic, IBM has extended this offer to now help organizations as they emerge from this crisis.
IBM is offering Watson Assistant to provide an AI-powered solution that helps organizations deliver important information to their stakeholders. This is a clear opportunity to apply AI to quickly answer common questions at a large scale without overwhelming contact centers so human agents can help those who need them most.
How can organizations access Watson Assistant?
To help organizations jump start their recovery as they emerge from the COVID-19 crisis, IBM is offering Watson Assistant at no charge for 60 days. Watson Assistant supports both chat and speech interfaces. Further support services are available to help organizations with customizations to meet their unique needs, please contact us.
Organizations are encouraged to reach out directly to their IBM sales contact to learn more about Watson Assistant. If an organization is not already working with IBM, it can contact IBM by visiting http://www.ibm.com/watson/covid-response.
Where is this available today? When will this offering be available in other languages and in other countries?
Watson Assistant is offered today globally. This offering can be tailored to support 13 languages overall, including Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Dutch, English, French, German, Italian, Japanese, Korean, Portuguese (Brazilian) and Spanish.
Prebuilt assets are initially available in English and Spanish with additional languages to follow. Via for-fee services, IBM can work with companies during the 60-day period to tailor for their users’ needs, including support for local languages.
Is there any limit to the number of conversations I can have via phone or digital messaging?
No, this offer includes unlimited capacity to Watson Assistant, Watson Assistant for Voice Interaction and Watson Discovery services on IBM Cloud for at no charge for 60 days. Via for-fee services, IBM experts can assist with deployment and training of a customized version with local information.
Will IBM help me get started?
Yes, IBM will conduct a workshop to uncover the most relevant use case and provide initial setup, including deployment of pre-trained intents noted above.
“Intents” are purposes or goals that are expressed in an individual’s input, such as answering a question. By recognizing the intent expressed in an individual’s input, the Watson Assistant service can choose the correct dialog flow for responding to it.
Is IBM charging for customization beyond initial setup? What if I need additional intents or use cases?
Organizations that wish to expand the knowledge and capabilities of Watson Assistant beyond the pre-packaged intents included in the offer and/or integrate with existing contact center, customer service or telephony platforms will need to contract with IBM experts. These customizations will incur charges related to the hours required from IBM's Expert Labs or GBS teams to further tailor Watson Assistant.
Will IBM consider extending Watson Assistant beyond the initial 60 days if necessary?
IBM will provide notice prior to the end of the 60-day period, and work with each organization on a solution that fits their ongoing needs to address the questions and concerns of users.