IBM Watson Assistant Reviews

15 Ratings
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January 05, 2021
Sridevi Patil | TrustRadius Reviewer
Score 10 out of 10
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IBM Watson Assistant is going to be used at the organization level to address/facilitate communication with stakeholders. It is giving a personalized view/approach and being used as a virtual assistant to answer user needs. The deployment is easy and is being developed as per desired needs.
  • It works well as a virtual assistant, providing an enhanced personalized feel to the customer.
  • IBM Watson Assistant provides easy provisioning and deployment with website, Facebook, etc.
  • It supports images, documents, text, and links to be embedded in the interface.
  • I wasn't able to integrate Google Maps into the chatbot. It posed few challenges. I am still looking for solutions.
  • The inclusion of PDF and other formats is not supported yet.
  • Improvement to allow inclusion of icons to move to desired links.
Well suited for virtual assistant / chatbot to facilitate communication for all kinds of businesses. Favourable for all sectors of media, IT, banking, manufacturing , finance and other sectors . Few features like cloud for data services remains a paid service. It seems there is lot of scope for enhancement and inclusions of services in Watson. However more support and training for use of these services is also expected.
  • Online training
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November 12, 2019
Gustavo Reis | TrustRadius Reviewer
Score 10 out of 10
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Watson Assistant is currently used in two ways by our customers. The first would be for customer service fulfillment to reduce costs or increasing quality and speed. The second is as an interface to improve the user experience, sometimes used as a front end for other more complex systems such as CRMs and ERPs.
  • It has good dialog tree management which greatly facilitates its use. Newer features such as folders have also greatly simplified reuse.
  • Performance was always very good. We haven't had, in these years working with Watson Assistant, any bot performance issues themselves.
  • It has a cool set of tools to make the dialogue really rich (more than just questions and answers).
  • Does not present a possibility to map input text to a Watson object, which limits some use cases.
Watson Assistant is suitable for a context where data volume is low or medium where it performs better than custom solutions. It is also an important accelerator for projects in that it allows for an easy way to have a virtual assistant running and collecting conversation history data to make improvements.

It needs a middleware that will support it in identifying temporal phrases for very specific cases.
IBM support fits most demands.
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November 12, 2019
Keegan Gladstone | TrustRadius Reviewer
Score 10 out of 10
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We're using IBM Watson Assistant as a Natural Language Processor for a custom virtual agent we built that is integrated with Slack. It is connected to an internal API we use for resource management. Our agent allows us to quickly ask questions about employees who are at risk or are under utilized. The agent also reports weekly to project managers on projects that are at risk.
  • Watson Assistant is really good at understanding intents of questions without being told every example. With ~20 examples, we get high accuracy on user intents.
  • Watson Assistant is extremely easy to program the dialog, the cloud-based workspace makes it so easy to navigate and make quick changes, we have our interns doing it.
  • The team behind Watson Assistant is very active and always releasing good features.
  • The Watson SDK makes it very easy to integrate your Watson Assistant workspace into your application.
  • I'd like to see improved metrics on usage. I'd like to see more about what incoming texts are having difficulty being mapped to an intent.
  • A lot of virtual agents have overlap in so many areas, I'd like to see improved and broader additions to the intent catalog Watson provides so I don't need to program them.
  • I'd like to see Watson assist users with possible areas of intents that are being asked, but not covered in your dialog.
Watson Assistant is extremely well suited for a virtual agent that can be used on one of their provided integration platforms such as Slack. Recently it much more consuming to build a custom web application for say, a chat box on a website. They have just released a first version of this integration so if it does not suit your needs up front, be prepared for a much more costly build of the front-end application.
I've always had quick support from IBM on Watson Assistant, as well as a very minimal need for it. It's a well-built platform.
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November 07, 2019
Chakravarthy SSNTK | TrustRadius Reviewer
Score 9 out of 10
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We have been using IBM Watson Assistant for many of our internal projects and also a few of our clients for chatbot implementations. It offers the necessary support and core strength in building Chatbot applications for many of the business use cases which are customer-centric be it insurance or retail. We have been using the tool for more than 2 years now and we are quite satisfied with the features it offers and it suits many of our requirements internally and externally.
  • It gives the necessary NLP capabilities for the bot building.
  • Conversations are more engaging and the bot building processes is simple.
  • It supports a lot of use cases and is adaptable and can be easily integrated with existing IT applications.
  • There are some instances where IBM Watson requires some complex coding for proper integration which needs to be simplified.
  • More features are needed to utilize AI capabilities to the bot building procedures.
IBM Watson Assistant can be used in various cases be it internal or external. It suits all processes where conversations play a vital role for the particular function to be operational. It can be widely used in almost any chatbot applications be it retail, insurance, banking, or the food & beverage sector (to name a few).
It offers superior service and I have clearly witnessed the bot building procedures which gives a clear picture of the quality of service the product offers.
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January 18, 2020
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Verified User
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We used IBM Watson Assistant to design and prototype a "proof of concept" chatbot for our senior management to use to interact with a large database of internal business information and markets data (like interest rates and stock prices). It addresses a business need for senior people to be able to interact with large datasets with minimal data-munging skills (and quickly, so not needing to ask for others to provide that data).
  • Gives a comparatively simple (for a chatbot/machine learning system!) means to construct a chatbot.
  • Very clear framework and component sets
  • Important to recognise that creating a chatbot is HARD. IBM Watson Assistant does a great job of making this a bit easier, but it's still a complex and time-consuming experience! I wonder if that can be improved somehow. For example, by applying some smart means to take smart guesses at the form of the data to be used, or a more visual (Scratch-like) interface.
IBM Watson Assistant is well suited if:
- The user is a competent programmer with plenty of time to learn the framework.
- They are familiar with JSON and have the means to generate JSON structures efficiently and cleanly.

Less well suited if:
- The expectations of creating a chatbot are not well managed, this is not a "simple" task.
Didn't need to use the support per se, however, the tutorials and documentation were excellent!
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December 12, 2019
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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We have implemented an IBM Watson Assistant on, IT eCommerce website. The visitors on the website can interact with the IBM Watson Assistant chatbot and ask all the relevant questions related to the product and services that we offer. The chatbot has been very helpful as we are able to capture the visitors' details, the reason for visiting the website, a suitable time to connect over call and at the same time able to respond to the generic or commonly asked questions without human intervention.
  • You can create unlimited intent, entity and dialogue to segregate the questions in various groups, capture information and respond correctly. Example: if the visitors want to know about a service that the company offers. You can create intent with all variation of questions, capture necessary information for example industry, size, problems etc, and then respond correctly.
  • You can train Watson Assistant within minutes and test the response.
  • To build a powerful virtual assistant chatbot you might need to train for a longer time.
  • The dashboard and the analytics can be improved to make it more user-friendly and and proactive in suggesting how you are doing so far
Virtual Assistant on website/eCommerce, Internal assistant to respond to HR/IT related query, Multi-language virtual assistant, Virtual assistant wherein you need to look for information in a large number of documents, files, or web to respond to the query.
The support from IBM Watson is not so strong. You need to rely on google search, online materials, and training, especially when you are using the free version.
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November 20, 2019
Anonymous | TrustRadius Reviewer
Score 10 out of 10
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Verified User
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We're using Watson Assistant to serve as a tier zero support channel for HR. Our support bot serves the entire workforce, and successfully diverts dozens of inbound support calls each day. It focuses on providing support across the entre HR domain (pay, benefits, talent performance, etc.) and is generally well-received by our employee audience.
  • Natural language processing: using intents and entities to better align user inputs to desired outputs.
  • Great UI with a simple, low-barrier interface for designing conversational experiences.
  • Solid documentation. Virtually all aspects of the platform are thoroughly documented, and the API documentation is especially excellent.
  • None, really -- This solution exceeds our expectations!

Watson Assistant is perfect for creating any kind of conversational support experience, whether that's a simple "ask a question, get an answer" or a more in-depth guided discussion. In the HR domain, it can provide information to employees who ask questions in a regular conversational manner, and it can also coach people through decision-making processes or provide career guidance. When properly trained, it's amazing.

It's less appropriate for situations that require a human touch, and I'd also advise against using it if you don't have a person or small team fully dedicated to running it. Over the long-term, any bot's success will depend almost entirely on having someone monitor conversations, train intents on additional user utterances, adjust entities, etc.

We've rarely had to engage support, but they've always been prompt in responding and very attentive. Support experiences have been extremely positive (but we're mostly happy that we just don't have any cause to routinely need support in the first place!).
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November 20, 2019
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Verified User
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We use python API for assistant skills for text-to-speech and NLP using resource API.
Text to speech works in both bands, narrow and broad. It provides different audio formats support.
Some issues to find APIs to list the assistants and get the information about them such as skills, etc. Without those API alternatively used V1 APIs to get the list of workspaces (skills), but still can't get the information about which skills are for specific assistants.
  • Best cloud services for AI.
  • Better API reference and documentation.
  • Better support on GitHub for fixing and feature.
  • Cost effective model.
  • Better roadmap can be done as per feedback of user or from GitHub request.
  • Fiddle Example for API testing to test accuracy of some API like NLP.
  • Speech-to-text stream sometimes give issues with wav format files.
Best scenarios for Watson Assistant: chatbot application and extraction of data by ingesting info.
Less appropriately depends on user requirement for some scenarios.
From past experience with IBM Watson Cloud.
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May 28, 2019
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Verified User
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IBM Watson is typically used to create and deploy custom chatbots with which direct customers or viewers of a webpage can be assisted with the queries they have. A chatbot can replace a person to give customer support which will save a lot of funds for an enterprise. With IBM Watson it is very easy to use API to create a chatbot which is powerful. The best thing about this Watson service is this needs no programming skills, all you need is common sense to create entities and dialogues to respond to the customer's queries. Easy to use and customizable and can be tested simultaneously after training the bot with our customized Q&As.
  • Easy to use and learn.
  • No need for any programming skills, easily understandable.
  • Cost Efficient.
  • Some times it takes more time to load the working environment in IBM Cloud.
  • Service may be interrupted, stating "Performance and Availability Disruption".
  • Dialogues sometimes take a long time to get active and may not respond, they need to be re-configured.
When people ask me why IBM Watson Assistant is better than others, I will answer that it is the best in the market at this point in time. If you hire a software team to create a chatbot it may cost you around minimum $6000. If you're a small startup or a website it's a large amount to invest, so this gives us an opportunity to create a chatbot cheaper and deploy it easily. And the best part is it can be managed very easily and it has an analytics option to get to know how people are using and responding to your chatbot.
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What is IBM Watson Assistant?

IBM offers Watson Assistant, an AI and natural language driven chatbot designed to allow anyone to deploy a chatbot in an app or website.

IBM Watson Assistant Technical Details

Operating Systems: Unspecified
Mobile Application:No