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Assistance you can count on
January 19, 2022

Assistance you can count on

Emelda Daka | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with IBM Watson Assistant

I use the IBM Watson Assistant to help with the sales department chat service. It is important in my business that when people want to make a request or ask about our products, they need to be able to get a very quick response. Our sales assistant chatbot from IBM helps in this regard.
  • Prompt response
  • Answer the most frequently asked questions
  • Direct requests to the correct person that should attend to other technical issues
  • A chatbot can not replace human interaction. While the IBM Watson Assistant does a great job if configured the wrong way, it does show that it's a chatbot on the other end. If tips and learning material can be provided on the best way to configure the chatbot, this can be of great help.
  • Quick turnaround time to customer requests
  • The ability to assist more customers in a short space of time
  • Customer satisfaction
While the assistant is very usable, tips and advice on the best practices to use it would help in order to make it more efficient. The platform for IBM Watson Assistant is very straightforward and simple to use. The way to configure the bot might not be so simple and straightforward to some people.
These have been of help. Voice integration has especially been helpful for my team in the sense that it gives a level of a human touch to the chatbot. This can improve interaction with customers and improve their confidence that their queries are being handled in the best way possible.

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?

Yes

Did implementation of IBM Watson Assistant go as expected?

Yes

Would you buy IBM Watson Assistant again?

Yes

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[IBM Watson] Assistant is not suitable for issues that are too technical or queries that are open-ended. This might leave clients feeling that their issues have not been attended to or resolved in a proper way. Any assistance that the bot cannot provide is best redirected to a real person with more knowledge and who can respond quickly to the issue at hand.