IBM watsonx Assistant

If your customers are around the world and you want to provide them with a better customer service, IBM watsonx Assistant maybe for you as not only can you quickly build a chatbot by yourself, it also supports multiple languages and can detect frequently asked questions to answer them later by itself.

I'm a developer, so I can easily understand and start using the platform. But some of our employees has tried using the interface, and it takes some time for them to understand the interface, and start working on it. So for beginners, it will take some time. And with programming and machine learning skills, anyone can easily start using IBM Watsonx assistant instantly. So building chatbots, and virtual agents are simple and easily (although it requires some skills), it could be made easier for people who don't know to code.

Watson has served us very well in our day-to-day scenario.

Best suited for queries/onboarding/lead qualification/ticketing. ONE-ONE queries. I won't say it's free version is good for conflict resolution however I haven't tried the paid version yet so can't speak much about that. For anything basic if you want to save time with the prospecting part you can use this tool or if you have multiple queries with nearly same intent it becomes a go to tool

This services works perfectly fine when you're in an environment where technology is our friend. Meaning that we have to implement it in spaces where people understands it, however when that's done, for sure the results are completely amazing. Whenever you use it, you can notice the difference between a standard service and a smart service. This is not adequate for people with small understanding of technology. At least not yet.

In scenarios requiring highly specialized technical support, where deep domain expertise is necessary, a virtual assistant may lack the specific knowledge needed to address complex technical issues, It's important to note that the effectiveness of virtual assistants depends on factors such as the quality of training data, customization, and ongoing improvement efforts.

Watsonx Assistant is ideal for providing automated customer service. It can answer frequently asked questions, provide product and service information and guide customers through standard processes. This frees up customer service agents for more complex queries and provides customers with a fast and convenient self-service experience. In addition, it can be used to provide personalized financial advice. It can analyze customers' financial information, such as income, expenses and financial goals, and provide recommendations tailored to their individual needs.

It did well in AI integration for your chatbot / virtual agent, it has the ability to translate the natural language that your users used, then conclude them into a predefined/trained flows so the answers can be given to users in more human way, the development was quite easy as it has a good documentation, integration with WhatsApp was also seamless, this will be a great solution if you are heading to less human contact center with high volume of requests and you want to try to minimize the human portion into as little as possible. Workflows are easy to build , a definite contender for a creative way to integrate business and gen-AI

It is a great tool, apart from the costing that are not for every organizations out there, the regulation surrounding AI is still a thin ice and that could be a potential problem later

IBM watsonx Assistant is an excellent tool for creating and deploying on-site chatbots or virtual assistants with minimal effort. Due to the drag-and-drop UI, it is easy to create ways for customers to interact on your site with minimal (or no) coding required. This is especially helpful in a non-technical marketing department.

I recommend, first start with 30-day free trial of both IBM watsonx Assistant and Watson Discovery to see how it works. Simultaneously try with other free/paid chatbots by other service providers. This is because maybe your objective can be met by free or lesser price subscription product. Creating chatbot is easy with IBM watsonx Assistant with Actions. First action for example will ask your choice of communication mode (phone/email) and then ask your phone/email as second action.

On a website for some initial connections for the visitors on the website, IBM Watson Assistant is the best. Its AI understands the requirements of the client, and its natural language processing gives quick and accurate answers if we have some content setup. It transforms the way customer is handled. It can tackle large amounts of data, too.

Most suited areas : - I think both Business to Business (B2B) and Business to customer (B2C) can be benefitted . In my opinion, if you are going to handle large number of customers on daily basis then this product is must to have integrated in your applications. As it will decrease the dependency of human interventions and increase the response time.

Less Suited areas : - I think any application which has less number of customers in volume should should think about it before using it.

IBM watsonx Assistant is highly effective for providing instant and consistent customer support for organisations dealing with a high volume of customer inquiries.

In scenarios where interactions involve intricate or unpredictable discussions requiring nuanced understanding, Watson capabilities might fall short .... but this is the current state of all solutions on the market.

It is great for customer support even for complex topics. Those who just want a simple chatbot without the ability to understand user dialogues are better off with a product that works at a higher level. With antiquated telephone systems or little bandwidth available, the system does not work well

Compared to other competitors, watsonX Assistant provided a better conversational experience.

As I was a part of the sales team, I explored IBM Watson for creating a conversational AI chatbot. It was amazing for creating a first filter which could not only answer basic questions coming in from the contact database, but could also qualify leads in to hot, warm, and cold. In my opinion, IBM Watson requires very structured data to give meaningful outputs. If the user switches language which asking questions, sometimes the IBM watson assistant generated chatbot provides gibberish answers. That is less appropriate.

IBM Watson Assistant is well suited for customer support, customer success management, email conversation monitoring/routing, and live agent escalations.

Whilst the basic building blocks and functionality are easy to understand, IBM Watson Assistant does take time and developer expertise to unlock its full potential.

IBM Watson Assistant is less appropriate for rapid turnkey deployment when compared to other competitor offerings.

We can use Watson Assistant in Customer care operations, normal routine tasks which involves simple but time-consuming steps. With the proper set of data it can solve most of the queries via conversation AI.

If the organization is using BMC Remedy as their ticketing tool then IBM Watson Assistant is the best AI to be used as it is perfectly integrated with BMC Helix platform. We can implement great functionalities like Searching for Knowledge Articles, Connecting with Support Staff, Raising an Incident and much more. Till now we were able to achieve all the requirements through [IBM Watson Assistant] except 1 i.e. opening a specific document through [IBM Watson Assistant] in an iFrame.

We are currently working in a banking application where many front end users when banking for their account need assistance, in this case reaching Customer Service representative and waiting for a longer queue might delay our actual task. We started using IBM Watson Assistant and fed some data with test users.

When more and more users started interacting it gave correct response depending on users need. Our Agent calls reduced by 17% post implementation on this tool

Well suited:

• Professionals who do not like to hard code
• Develop your solutions without the need of installing any software of libraries
• Develop solutions that the bot will only answer questions (like Q&A)

Less appropriate:

• Need to hard code specific situations
• Bots that need to execute too many actions, without the use of an orquestrator

IBM Watson Assistant is a good tool, I love how easy it is you need no experience in coding or even an IT background, I just need to create an action and a few steps for it to configure my assistant, another good side is the live preview I can try and use the tool and test it like a customer would do, to see if there are some aspects of improvement because our goal is to make our clients 100% satisfied.

Mostly we can use where AI chatbots(Medical, Planes, cars, organizations) can be use easily can monitor and check if any issue we can find easily and update can be done just change in dialog flow. We can suggest most of AI where are using IBM Watson can suggest to use

The latest release is much easier that the past ones. In my experience, the tool has been used in several different contexts with successful results. Once people got used to basic tasks, it became very easy to ask for more and get results. I think it is very useful for immediate responses that usually take from 40 to 50% of questions. In some cases, IBM Watson Assistant replaced completely human activity, allowing people involved to work in the background without stress.

I strongly believe that IBM Watson Assistant is well suited for the following: - managing call centers dealing with huge numbers of calls and offering clients the option to self-serve through virtual assistants that can learn and adapt. - automating repetitive workflows in a way that allows clients to go through a series of steps to achieve the desired outcome, such as a password reset, requesting an update on an incident and/or request, checking account balance, ordering products and/or services, checking product availability and stock levels, etc. However, IBM Watson Assistant still needs further improvements, especially for clients who do not wish to implement a virtual assistant that has a UI and they wish to leverage Assistant through API calls to integrate with other systems. The current APIs are still missing several useful APIs and more resources to allow clients to learn how to implement, deploy and use Watson Assistant without its UI.