IBM Watson™ Virtual Agent is a set of preconfigured cognitive components based on the IBM Watson Conversation service. By configuring the virtual agent with your company's information, you can quickly implement an automated chat bot that converses with your customers to help them achieve their goals.
Watson™ Virtual Agent provides the following components:
The following diagram illustrates the architecture of a typical Watson Virtual Agent implementation:
The implementation includes the following major components:
An instance of the Watson Conversation service. The Conversation service provides the artifacts for capabilities: the intents, entities, and dialog flow, along with the underlying cognitive processing that power the chat bot's capabilities. You interact directly with the Conversation workspace when you want to implement a custom dialog or custom capability only.
For more information about intents and dialogs, refer to the Conversation service documentation.
A bot built on the Conversation service, including a set of capabilities. The bot is trained to recognize user inquiries related to customer engagement, such as requests for basic company information and bill paying. The provided bot configuration tool enables you to configure company-specific information that can be provided in response to user queries, and to configure the response for each capability.
Your company website
Your customer-facing business application, which handles communication with the Watson Virtual Agent bot and with your systems of record (such as customer databases or billing systems).
The virtual agent chat interface, which customers use to converse with the bot. You can use the provided chat widget, with or without customization, or you can use the client SDK to implement your own chat widget.