IBM Watson Assistant
March 30, 2022

IBM Watson Assistant

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

Overall Satisfaction with IBM Watson Assistant

We were looking for a tool to automatically (for the most part) assist the clients with their problems, based on a chatbot or something like that. The tool had to be intuitive and easy to use for the customers. IBM Watson Assistant was obviously a very good candidate.

Pros

  • Customer experience automation.
  • Deploy anywhere.

Cons

  • Some documentation hard to find.
  • Replaced an old FAQ.
  • Easy to deploy.
The customers seem happy to have quick answers. The usability is intuitive as it is basically a chat.
We cannot answer all customer questions. NLP and AI are strategic tools to improve customer experience. These tools can understand customer problems and find a solution based on previous experience. If they don't, then a real person can help, but that happens for the "tricky" questions.

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?

I wasn't involved with the selection/purchase process

Did implementation of IBM watsonx Assistant go as expected?

Yes

Would you buy IBM watsonx Assistant again?

Yes

We replaced a basic FAQ assistant with IBM Watson Assistant. It was well suited because all basic questions were answered immediately, or after a few minutes. Agents are noticed only on specific questions where a real person was necessary to help the customer. The benefits here are pretty obvious and easy to have.

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