Great experience at an exceptional value
November 20, 2019

Great experience at an exceptional value

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with IBM Watson Assistant

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!
  • Call avoidance- Employees using Watson Assistant for self-service support have created less of a burden on internal support resources.
  • Experience boost - Employees really like a conversational approach to self-service.
We haven't pursued any similar products and have been happy with Watson Assistant.
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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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.