The best tool to speed up projects. Easy to use, but needs expertise and customization to reach maximum potential.
November 12, 2019

The best tool to speed up projects. Easy to use, but needs expertise and customization to reach maximum potential.

Gustavo Reis | TrustRadius Reviewer
Score 10 out of 10
Vetted Review

Overall Satisfaction with IBM Watson Assistant

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.
  • Overall the results have been positive. We had an 84% reduction in calls for a student and teacher service solution in an educational institution.
  • Benefits such as reducing call handling time from a few weeks to a few seconds have also been reported.
Discovery is an NLP tool best suited to the scenario where you need to look for information in documents rather than conversation-type interaction.
IBM support fits most demands.

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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.


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