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IBM Watson Assistant is the virtual agent leader
May 31, 2021

IBM Watson Assistant is the virtual agent leader

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

Overall Satisfaction with IBM Watson Assistant

IBM Watson Assistant is being used to handle various insurance questions from health care providers. For example, we are handling authorization, claims, and benefits related inquiries. This has reduced live chat volume and improved the customer experience. There are still questions the virtual agent is not handling. We will prioritize based on IBM Watson Assistant production logs and business input.
  • Digressions
  • Disambiguation
  • Intent detection
  • Tracking changes
  • Specifying values that are not an entity
  • Documentation
  • Ease of development
  • Accurate intent predictions
  • Availability
  • Nearly 35% of in-scope bot conversations are contained
IBM Watson Assistant seems to be easier to learn while also having more functionality. Seems like IBM Watson Assistant can learn intents on fewer utterances than Lex. I also prefer the dialog UI. The UI shows a dialog tree with various drop-downs.

Do you think IBM watsonx Assistant delivers good value for the price?

Yes

Are you happy with IBM watsonx Assistant's feature set?

Yes

Did IBM watsonx Assistant live up to sales and marketing promises?

Yes

Did implementation of IBM watsonx Assistant go as expected?

Yes

Would you buy IBM watsonx Assistant again?

Yes

IBM Watson Assistant is well suited for simple, high volume customer interactions. Much of the challenge when building a virtual agent is around fully understanding the requirements. In insurance, there can be many edge cases. For example, perhaps there should be a separate flow for each state. Before beginning, make sure your customers are allowed to chat with bots.