Provide better customer service with IBM watsonx Assistant
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What is IBM watsonx Assistant?
IBM offers watsonx Assistant, an AI and natural language driven chatbot designed to allow anyone to deploy a chatbot in an app or website.
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Cloud
Entry-level set up fee?
- Setup fee optional
For the latest information on pricing, visithttps://www.ibm.com/products/watson…
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- Free/Freemium Version
- Premium Consulting/Integration Services
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What is IBM watsonx Assistant?
IBM watsonx Assistant is a conversational AI solution designed to build AI assistants that scale across a business, while providing customers and employees with fast, consistent and accurate answers across any
messaging platform, application, device or channel. Using generative AI and natural language understanding, Assistant learns
from customer conversations, improving its ability to resolve issues the
first time while removing the frustration of long wait times, tedious
searches and unhelpful chatbots.
Most chatbots try to mimic human interactions, frustrating customers
when a misunderstanding arises. IBM watsonx Assistant gives users tools to build AI-assistants designed to know when to search for an answer from a knowledge base, when to
ask for clarity and when to direct users to a human agent for more
assistance. And it can be deployed in any cloud or on-premises
environment, offering integrations to a business's existing tools.
IBM watsonx Assistant Competitors
IBM watsonx Assistant Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
Frequently Asked Questions
IBM offers watsonx Assistant, an AI and natural language driven chatbot designed to allow anyone to deploy a chatbot in an app or website.
IBM watsonx Assistant starts at $0.
Amazon Lex, Azure Bot Service (Microsoft Bot Framework), and Amazon Connect are common alternatives for IBM watsonx Assistant.
Reviewers rate Support Rating highest, with a score of 9.
The most common users of IBM watsonx Assistant are from Enterprises (1,001+ employees).
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Reviews and Ratings
(183)Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
October 24, 2023
Create easily your first chatbot with free version; pro version with watsonx Discovery
Score 7 out of 10
Vetted Review
Verified User
IBM watsonx Assistant is used by us to add a chatbot into our websites that replies many of the general questions. Otherwise, query transferred to live agent or email ticket created.To leverage full capabilities, we find integration with Watson Discovery a must that ensures replies are generated scanning through documents\web pages.
- Generate replies to general queries.
- For specific replies, more integration needed which can be done easily within Actions.
- Integrated with SMS, phone, Facebook, Slack, and many more
- Instead of providing functionalities of scanning documents/web pages through Watson Discovery that requires another IBM subscription, why not provide the same through IBM watsonx Assistant subscription?
- Basic chatbot can be prepared with free version of IBM watsonx Assistant using Action feature.
- For advanced features like generating replies based on the content of your website, you will need a separate subscription of Watson Discovery.
Excellent that justifies its pricing. Multilingual, can be integrated with phone/SMS in addition to website.
3
2
No programming knowledge needed. Anyone after going through documentation should be able to support.
- For generating replies of general questions such as contact information.
- To create tickets to be addressed through email of anything specific to an audience.
Yes
Actions feature available even with the free plan makes IBM watsonx Assistant perhaps the easiest software to create a powerful chatbot. Instead of loops, nodes, setting dialog is very with easy with Actions.
- Leveraging Actions feature to come out with innovative chatbots
- After subscribing to watsonX Discovery, we will be able to generate replies from documents/web pages.
- Generating replies from documents\web pages after integrating with watsonx Discovery.
- Actions help quickly generate thoughtful replies easily and available in the free version.
- Free templates can help making the chatbot go live within 30 minutes.
Yes
IBM watsonx Assistant has been developed into a fully integrated chatbot to address the business' retail customer support function in multiple countries. Our retail customers now have access to 24/7/365 support with fast response to both common and bespoke enquiries. Internally, watsonx Assistant has reduced the time/effort our operations team spends on phone and email requests, giving the team extra capacity to focus on value added, continuous improvement activities.
- Ease of integration with popular channels/applications (web integration, Intercom, Slack)
- Customizable (can add APIs)
- Good blend of curated (logic tree), conversational AI, and visual cues (widgets) to give end-users flexibility in how they interact with the bot
- Ability for the end-user to see/retrieve chat history
- Better integration with popular social messaging platforms (WhatsApp, Skype, TikTok, etc.)
- Drag-and-drop/ability to quickly add complex widgets (e.g., calendars, pre-formatted phone number entry, address finder, etc.)
- Improved customer support coverage out of business hours and in multiple time zones
- Cost avoidance
- Increased efficiency
- Audit traceability
- Reduced back-office manual processing
- Intercom and Pandora FMS
IBM Watson Assistant has a competitive cost structure, is easy to integrate with Intercom, and is more scalable as we look to future enhancements such as speech-to-text, document upload/analytics, and natural language processing across multiple languages.
IBM technical support / case resolution is good.
IBM updates / communication, product enhancements are clearly communicated.
IBM technical support / case resolution is good.
IBM updates / communication, product enhancements are clearly communicated.
15
The following functions are stakeholders for IBM Watson Assistant:
Customer service / operations
Customer success management
Collections
PHP Developers
New customer onboarding
Front end developers
Customer service / operations
Customer success management
Collections
PHP Developers
New customer onboarding
Front end developers
4
PHP Developers
Front end developers
Web developer
Business Analyst
Front end developers
Web developer
Business Analyst
- Customer services and support
- FAQs
- Account management
- New customer onboarding
- Collections
No
- Embedded within our app
- Use search skill for FAQs and 3rd party info retrieval
- Full integration with CRM to give customers a personal experience
- Natural Language Processing
- Optical Character Recognition
- Automatic email handling
- All future new markets expansion will have the bot as Watson supports multiple languages
May 02, 2023
#Easy to learn and Implement
I used IBM Watson to develop new chatbot AI for client which will advice medical Assistance to users and user can generate their reports from AI.AI can assist their medical report how much dosage and his health result can generate. Coming to IBM Watson easy to learn and implement to your project.
- Easily can learn
- Custom CSS and HTML can also added
- Few features also coming based on new version
- Coming custom Nodejs code those while add bit taking time
- Better if we provide custom CSS
- Easily we can update Color and adding custom icons
- Single person can develop AI by using IBM watson
- Cost of developing also less
- Devloper work will less once he gain knowledge on IBM Watson
In our project currently planning to implement voice recognition by translate voice to text and AI can respond as user asked question and provide as text.Now we learning stage let see how it will work....
- F5 on IBM Cloud, IBM Watson Assistant and IBM Cloud SQL Query
Currently we are using IBM cloud and IBM Watson in our project
To develop chatbots based on client provided flow what kind chatbot required for client either button or free text chatbots. we will decided accordingly flow and develop chatbot using IBM Watson. We will integrated custom components if required which is not present in library. IBM Watson library anyone can easily learn and develop chatbots.
5
To develop chatbots based on client provided flow what kind chatbot required for client either button or free text chatbots. we will decided accordingly flow and develop chatbot using IBM Watson. We will integrated custom components if required which is not present in library.
- Easily develop chatbot
- Monitoring
- Performance
Yes
We are using button based action provide by flow and carousel type action we are providing to clients
- Custom component
- Carousel integration
- Rating
- New components
- As per client required if anything we will develop and intergate
- Based on requirement
Not Sure
- Cloud Solutions
- Scalability
- Integration with Other Systems
- Ease of Use
To develop chatbots based on client provided flow what kind chatbot required for client either button or free text chatbots. we will decided accordingly flow and develop chatbot using IBM Watson. We will integrated custom components if required which is not present in library. IBM Watson library anyone can easily learn and develop chatbots.
To develop chatbots based on client provided flow what kind chatbot required for client either button or free text chatbots. we will decided accordingly flow and develop chatbot using IBM Watson. We will integrated custom components if required which is not present in library. IBM Watson library anyone can easily learn and develop chatbots.
- Implemented in-house
Change management was a small part of the implementation and was well-handled
NA
- Need to end to end about library
- all events need aware
- Online Training
- In-Person Training
- No Training
Go through library provide on website IBM Watson
Step by step
Some - we have done small customizations to the interface
Changed launcher and CSS part and some custom components
Some - we have added small pieces of custom code
custom components like carousel, rating etc..
As per client required
NA
No
Overall Good
- Chatbot can initiate in just few lines code
- easily can integrate custom component
- Override any need to know each step of library
Yes
Good
- Chatbots
Like CSS, Custom components
- NA
NA
- Single Signon
- Javascript widgets
NA
Overall Good
NA
NA
No
- Chatbot
- Actions
- New components
March 07, 2022
Your Intelligent Assistant - IBM Watson Review
We used IBM Watson Assistant to automate the HP process and needed a solution to address the innumerable internal and customer queries when the pandemic started. Hence we created chatbots to give automated 24/7 answers to queries based on the list of questions our employees, clients and customers had. The chatbots were successful and the feedback was positive. We rolled it out further features to improve internal efficiencies like raising tickets, assigning tickets and mitigating repetitive jobs which save a lot of time and company resources. Our finance team also used the assistant to stay on top of the latest market trends and news. Its a great tool for real-time information too.
- Step by step process integrates well with existing infrastructure.
- Machine learning and NLP capabilities are second to none.
- Data implementation and sanitation are easy.
- Deployment and registration are very simple.
- The UI and UX are very intuitive.
- The training material and peer community groups are very helpful.
- Support dark mode especially while using the smaller screen for development.
- The documentation can be made fun with more video tutorials and gamified for learning.
- Custom code implementation especially for large complex use cases can be improved.
- Text to voice feature could be more personable and related to the accent of the country deployed to.
- Chatbots have helped HR deliver and handle thousand of requests by effectively giving the power back to the employees and clients. This helped in response accuracy, especially during the ongoing pandemic.
- Sales were able to better answer many queries for a set of our clients using data and information which usually is in PDFs and Microsoft Excel sheets.
- The amount of manual tasks that were removed resulted in direct time and cost savings as employees could now focus on more billable activities.
- Since everything was digitally stored the searchable side of things got really fast.
NLP is in great demand and a must-have feature for a lot of our international clients especially as our common language is English. IBM Watson Assistant helps a lot with its easy language translation of APIs. We developed an app for disabled users and the voice-to-text feature being inbuilt helped us integrate this feature into the app. For certain campaign management solutions, understanding customer semantics and other considerations IBM Watson proved way ahead of its competitors.
The ChatBot capabilities and the ease of use to deploy is second to none among all its competitors. The vast database of ML, APIs, NLP transcripts, reporting and analyzing capabilities stack Watson above all its competitors. IBM Watson Assistant mines data like no other tool in the market. The best part is the data could reside anywhere, on-premise, in the cloud, or hybrid. The connectors are readily available.
100
Customer support among others.
20
Developers ML Engineers
NLP Engineers
Engineers with heuristics experience
Data science Engineers
Database Engineers
Designers
NLP Engineers
Engineers with heuristics experience
Data science Engineers
Database Engineers
Designers
- ChatBot for HR functions
- Sales automation software
- Ticket handling and intelligent resolution
No
We would like to explore this feature in the near future
- Chatbots for HR
- Intelligent sales automation
- Handling of pending tickets which kept on piling
- Encouraging self service and self help
- Having information available 24/7
- Some other core sales software
- Complex Marketing campaign management
- Healthcare clients
- Oil and gas data digitalisation
Yes
Rapid Miner, Azure Bot Service, Google AI platform - all simply because the products had limitations and were cumbersome to use. We still use some of them due to the existing support of deployed projects.
- Price
- Product Features
- Product Usability
The product features were the number one factor in our decision-making.
Use lots of real data to evaluate and build perhaps small chatbots to test data accuracy.
- Implemented in-house
Yes
Change management was minimal
We had all departments in line with the company vision so all stakeholders were aware of the incoming change and direction.
- Multiple sources of data
- Deployment on cloud
- Data sactity
- Online training
No because of budget constraints.
No
One time when we were stuck with our ChatBot deployment on the cloud and the IBM team responded and successfully resolved it within two hours. This helped us deploy our product without any delays.
- ChatBot deployment
- Nlp integration
- Data accuracy check
- Data mining
- Large complex dataset (difference in types) and intelligent prediction therein
- Integration with other similar products
- Solution for specific industries like oil and gas
Yes
IBM Watson Assistant works well on both Android and IOS.
December 15, 2021
Experienced chatbot specialist
We are using it [IBM Watson Assistant] internally and selling it to other companies. It is also used in our company to help new employees and existing employees find things that are available in the internal systems.
- Easy configuration
- Easy teaching
- Easy integration
- Moving dialogs between instances
- Faster ui
- Better analytics
- Easy to install
- Easy configuration
- Time savings
- Money savings
Customers have been very happy with what IBM Watson provides on its own. The ease of configuring or enhancing existing intents or entities was compelling in its own right.
IBM has better UI than Google procuts.
9
In my organization, there is a separate department of IBM Watson Assistant users related to chatbots. They are analysts, developers, product manager and CTO.
8
In the beginning, no skills are required to learn the tool (except the obvious ones like logical or analytical thinking). The product itself allows you to learn it through experience. Of course, more complicated integrations or dialogs require using IBM documentation or community help (e.g. on Slack) but it is still quite intuitive and easy. In my opinion, developers and analysts will cope best with this product. As for the use and updating of dialogs - it's enough to know basic computer skills.
- Automation of operations
- Lead generation, sales & acquisition
- Product and service advice
- Proactive customer support
Yes
IBM Watson Assistant "actions" as far as I know are not yet live for customers. So far I have created a few instances myself in a "sandbox" environment to get familiar with it. At first glance, actions allow easier and faster creation of an assistant, but on the other hand, it's clear that the product lacks some basic features (which, as far as I know after meetings with IBM, are already in the roadmap to be added)
- Flawless automation in varoius channels
- AI NLP algoritms
- Fully customizable
- Cognitive process automation
- Integrate IBM Watson Assistant into the design of the site so that it is an integral part (layout) of the site, rather than a separate chat window. It would help without looking like a chatbot.