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IBM Watson Assistant--a global customer support agent
Updated December 18, 2021

IBM Watson Assistant--a global customer support agent

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with IBM Watson Assistant

IBM Watson Assistant has been developed into a fully integrated chatbot to address the business' retail customer support function in multiple countries. Our retail customers now have access to 24/7/365 support with fast response to both common and bespoke enquiries. Internally, IBM Watson Assistant has reduced the time/effort our operations team spends on phone and email requests, giving the team extra capacity to focus on value added, continuous improvement activities.
  • Ease of integration with popular channels/applications (web integration, Intercom, Slack)
  • Customizable (can add APIs)
  • Good blend of curated (logic tree), conversational AI, and visual cues (widgets) to give end-users flexibility in how they interact with the bot
  • Ability for the end-user to see/retrieve chat history
  • Better integration with popular social messaging platforms (WhatsApp, Skype, TikTok, etc.)
  • Drag-and-drop/ability to quickly add complex widgets (e.g., calendars, pre-formatted phone number entry, address finder, etc.)
  • Improved customer support coverage out of business hours and in multiple time zones
  • Cost avoidance
  • Increased efficiency
  • Audit traceability
  • Reduced back-office manual processing
IBM Watson Assistant has a competitive cost structure, is easy to integrate with Intercom, and is more scalable as we look to future enhancements such as speech-to-text, document upload/analytics, and natural language processing across multiple languages.

IBM technical support / case resolution is good.

IBM updates / communication, product enhancements are clearly communicated.

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

Yes

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

Yes

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

I wasn't involved with the selection/purchase process

Did implementation of IBM Watson Assistant go as expected?

Yes

Would you buy IBM Watson Assistant again?

Yes

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.

Using IBM Watson Assistant

15 - The following functions are stakeholders for IBM Watson Assistant:

Customer service / operations
Customer success management
Collections
PHP Developers
New customer onboarding
Front end developers
4 - PHP Developers
Front end developers
Web developer
Business Analyst
  • Customer services and support
  • FAQs
  • Account management
  • New customer onboarding
  • Collections
  • Embedded within our app
  • Use search skill for FAQs and 3rd party info retrieval
  • Full integration with CRM to give customers a personal experience
  • Natural Language Processing
  • Optical Character Recognition
  • Automatic email handling
  • All future new markets expansion will have the bot as Watson supports multiple languages
IBM Watson simply works well for my organisation.

We were able to design, build, and deploy a fully integrated chatbot in a matter of months. The basic building blocks (intents, skills, dialogue nodes, integration) are relatively straightforward for a technical developer to work with.

The bot now supports retail customers in 3 different countries on both web and app based channels.

We plan to further develop the bot to expand the way it interacts with customers through voice to text, and optical character recognition, as well as an improved UI.