IBM Watson Discovery for Salesforce Reviews

11 Ratings
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Score 8.1 out of 100

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November 30, 2020
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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My business segment uses it to surface client and prospect insights. It helps us efficiently know where we need to focus our attention on a daily and weekly basis.
  • Data cleanup to reduce duplicate accounts/contacts
  • Pinpointing relevant contracts and documents ahead of renewal conversations
  • Prioritizing leads for timely followup
  • Expediting case resolution
  • Steep learning curve
Useful for expediting case resolution and lead followup.
No interactions with support to date
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October 15, 2019
Anonymous | TrustRadius Reviewer
Score 10 out of 10
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Verified User
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After integrating the new IBM Watson Discovery into our Salesforce platform, employees across our entire organization have been able to utilize insights - powered by AI - to make smart, informed decisions when developing digital marketing strategies and implementing them both internally and externally for our clients. Our customer service team, specifically, uses the IBM Watson Discovery to quickly and easily resolve complicated cases for clients.
  • IBM Watson Discovery for Salesforce has improved our customer service response times when it comes to resolving cases for clients.
  • With improved response times, easier resolutions, and less frequent repeat cases, our customer's satisfaction has surely improved since using IBM Watson Discovery for Salesforce.
  • This feature has been a great way to quickly bring new employees up to speed by using it as a tool when training.
  • The system cuts down on the time spent resolving cases but automatically learning from past cases and surfacing the most relevant content.
  • Having more collaborative features for employees across the organization to give and get insight would be helpful.
  • The customization features are great for our organization with the available data integrations.
IBM Watson Discovery for Salesforce is perfect for any organization dealing with customers. It significantly improves response times and lessens the leg work done by customer service representatives. By analyzing past cases, this feature automatically refines responses and surfaces the most relevant content for that particular case, making a resolution for the customer quick and easy.
Similar to all IBM Watson and Salesforce product solutions, the overall support would be a 10/10. Their provided FAQ's help with frequently experienced issues and if still unable to figure something out, their customer service representatives are always super responsive. With instant chat functions available, it is easy to ask a quick question rather than sitting on hold.
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IBM Watson Discovery for Salesforce Scorecard Summary

What is IBM Watson Discovery for Salesforce?

IBM Watson Discovery for Salesforce is a customer support agent productivity and machine-learning driven search tool designed to rapidly gather support insights and speed problem resolution, available now on the Salesforce app exchange.
Categories:  Enterprise Search

IBM Watson Discovery for Salesforce Technical Details

Operating Systems: Unspecified
Mobile Application:No

Frequently Asked Questions

What is IBM Watson Discovery for Salesforce?

IBM Watson Discovery for Salesforce is a customer support agent productivity and machine-learning driven search tool designed to rapidly gather support insights and speed problem resolution, available now on the Salesforce app exchange.

What is IBM Watson Discovery for Salesforce's best feature?

Reviewers rate Support Rating highest, with a score of 10.

Who uses IBM Watson Discovery for Salesforce?

The most common users of IBM Watson Discovery for Salesforce are Enterprises from the Information Technology & Services industry.