Your Intelligent Assistant - IBM Watson Review
March 07, 2022

Your Intelligent Assistant - IBM Watson Review

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

Overall Satisfaction with IBM Watson Assistant

We used IBM Watson Assistant to automate the HP process and needed a solution to address the innumerable internal and customer queries when the pandemic started. Hence we created chatbots to give automated 24/7 answers to queries based on the list of questions our employees, clients and customers had. The chatbots were successful and the feedback was positive. We rolled it out further features to improve internal efficiencies like raising tickets, assigning tickets and mitigating repetitive jobs which save a lot of time and company resources. Our finance team also used the assistant to stay on top of the latest market trends and news. Its a great tool for real-time information too.
  • Step by step process integrates well with existing infrastructure.
  • Machine learning and NLP capabilities are second to none.
  • Data implementation and sanitation are easy.
  • Deployment and registration are very simple.
  • The UI and UX are very intuitive.
  • The training material and peer community groups are very helpful.
  • Support dark mode especially while using the smaller screen for development.
  • The documentation can be made fun with more video tutorials and gamified for learning.
  • Custom code implementation especially for large complex use cases can be improved.
  • Text to voice feature could be more personable and related to the accent of the country deployed to.
  • Chatbots have helped HR deliver and handle thousand of requests by effectively giving the power back to the employees and clients. This helped in response accuracy, especially during the ongoing pandemic.
  • Sales were able to better answer many queries for a set of our clients using data and information which usually is in PDFs and Microsoft Excel sheets.
  • The amount of manual tasks that were removed resulted in direct time and cost savings as employees could now focus on more billable activities.
  • Since everything was digitally stored the searchable side of things got really fast.
The usability is very intuitive and easy to start. However, as the use cases get complex certain customizations can be proved upon and brought in the UI itself. This is purely on the code-level side of things. This will greatly enhance the UX too. Having easy access to documentation is of great help but some of the help could be tied within the user interface so that we don't have to visit another portal.
NLP is in great demand and a must-have feature for a lot of our international clients especially as our common language is English. IBM Watson Assistant helps a lot with its easy language translation of APIs. We developed an app for disabled users and the voice-to-text feature being inbuilt helped us integrate this feature into the app. For certain campaign management solutions, understanding customer semantics and other considerations IBM Watson proved way ahead of its competitors.
The ChatBot capabilities and the ease of use to deploy is second to none among all its competitors. The vast database of ML, APIs, NLP transcripts, reporting and analyzing capabilities stack Watson above all its competitors. IBM Watson Assistant mines data like no other tool in the market. The best part is the data could reside anywhere, on-premise, in the cloud, or hybrid. The connectors are readily available.

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


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


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


Did implementation of IBM Watson Assistant go as expected?


Would you buy IBM Watson Assistant again?


IBM Watson Assistant is well suited for scenarios where repetitive tasks need to be simplified. Chatbots are a smart way of delivering solutions, especially self-help tasks.

Using IBM Watson Assistant

100 - Customer support among others.
20 - Developers ML Engineers
NLP Engineers
Engineers with heuristics experience
Data science Engineers
Database Engineers
  • ChatBot for HR functions
  • Sales automation software
  • Ticket handling and intelligent resolution
No - We would like to explore this feature in the near future
  • Chatbots for HR
  • Intelligent sales automation
  • Handling of pending tickets which kept on piling
  • Encouraging self service and self help
  • Having information available 24/7
  • Some other core sales software
  • Complex Marketing campaign management
  • Healthcare clients
  • Oil and gas data digitalisation

Evaluating IBM Watson Assistant and Competitors

Yes - Rapid Miner, Azure Bot Service, Google AI platform - all simply because the products had limitations and were cumbersome to use. We still use some of them due to the existing support of deployed projects.
  • Price
  • Product Features
  • Product Usability
The product features were the number one factor in our decision-making.
Use lots of real data to evaluate and build perhaps small chatbots to test data accuracy.

IBM Watson Assistant Implementation

Overall the implementation was simple.
Change management was minimal - We had all departments in line with the company vision so all stakeholders were aware of the incoming change and direction.
  • Multiple sources of data
  • Deployment on cloud
  • Data sactity

IBM Watson Assistant Training

IBM Watson Assistant Support

Excelelnt sales and support team. Technical knowledge is second to none.
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
No escalation required
Immediate help available
Support understands my problem
Quick Initial Response
No because of budget constraints.
One time when we were stuck with our ChatBot deployment on the cloud and the IBM team responded and successfully resolved it within two hours. This helped us deploy our product without any delays.

Using IBM Watson Assistant

Like to use
Relatively simple
Well integrated
Requires technical support
Slow to learn
Lots to learn
  • ChatBot deployment
  • Nlp integration
  • Data accuracy check
  • Data mining
  • Large complex dataset (difference in types) and intelligent prediction therein
  • Integration with other similar products
  • Solution for specific industries like oil and gas
Yes - IBM Watson Assistant works well on both Android and IOS.