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Best in Industry but can be better
February 01, 2022

Best in Industry but can be better

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

Overall Satisfaction with IBM Watson Assistant

We are trying to provide a user-friendly way for our users to get answers to most of their simple queries answered on our website. We feel that the users are not searching enough and everyone is getting used to some type of interactive chat session that provides them with instant information and answers that they are looking for. Currently, the usage has been a bit low but it's growing. We are learning from the questions that are being asked from the bot and training it to answer accordingly.
  • Available for free with excellent functionality
  • Easy to program
  • Online support is great
  • Takes hours to roll out
  • Understanding how to use libraries was challenging
  • ROI has been good
  • We were able to resolve most queries in the initial step only
  • All the features are easy to understand and use
The whole system can be implemented easily and quality is good as well. IBM Watson Assistant is highly customizable, it uses dialog tree management which makes it use easier and has all the necessary features to evolve your solution. Deducted one mark for not having the voice feature. It would be awesome to have a superfluid voice attached to our assistant in the future.
IBM Watson Assistant is much more complex than all the other products mentioned as it uses AI and NLP from the beginning of the conversation which therefore translates into a better customer experience whereas the others are easier to set up and deploy in the beginning.

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?

No

Did implementation of IBM Watson Assistant go as expected?

Yes

Would you buy IBM Watson Assistant again?

Yes

Freshdesk Messaging (Formerly Freshchat), Dialogflow (formerly Api.ai), Zendesk Chat (formerly Zopim)
It will take time initially to deploy the bot as the libraries that are available are complex to understand and creating the initial content for the bot takes time. It's not a plug-and-play solution like some of the other products that are available in the market. Having said that, it can help you make a bot that is capable of handling advanced queries as well and will get better over time. You will have to spend some quality time, in the beginning, to get it up and running.