Item: IBM watsonx Assistant
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

It has allowed the reduction of telephone contacts and assistance to users 24/7.

Pros and Cons

preparation of intentions in a very flexible way
understanding of text and speech
system training in a very smart way

improve the voice part in Italian
improve the naming of download files so that they are immediately identifiable (e.g. month number instead of month name; )
for the voice part it would be useful to be able to write certain words (such as the proper name of a product or customer) with a phonetic syntax

Return on Investment

Improvements: 24/7 assistance
Improvements: reduction of calls for routine questions
Having an old switchboard, it has not yet been possible to put the voice part online
Voice part: understanding Italian texts doesn't work very well

It is possible to implement simple intentions independently, for more complex ones it is better to rely on the expert (in our case the supplier is very fast and competent). Training is very simple, fast and intuitive. The greatest difficulty is to make certain words in Italian understood or pronounced correctly

AI Capabilities

it is not predictable exactly what a user can say or write. The AI allows the understanding of many even articulated dialogues

Key Insights

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?

Would you buy IBM watsonx Assistant again?

Yes

Likelihood to Recommend

It is great for customer support even for complex topics. Those who just want a simple chatbot without the ability to understand user dialogues are better off with a product that works at a higher level. With antiquated telephone systems or little bandwidth available, the system does not work well

Improve customer service with Watson

Overall Satisfaction with IBM Watson Assistant