A Pleasant Discovery of IBM Watson.
November 09, 2022

A Pleasant Discovery of IBM Watson.

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

Overall Satisfaction with IBM Watson Discovery

We used Watson Discovery to enrich self-serve customer capability by enabling intelligent search and retrieval of relevant content based on intent recognition. Watson Discovery resulted in a much more user-friendly and efficient way for customers to access our FAQs as opposed to having to read through static content.

Pros

  • Web crawl.
  • Create content libraries.
  • Optimises search via machine learning.

Cons

  • The Plus Plan only allowed 3 concurrent Discovery instances which was too limiting.
  • It took a long time to configure web crawl content.
  • Increase in customer self serve.
  • Decrease in inbound support enquiries.
  • Reduction in administration work to maintain updated content.
IBM Watson Discovery is low code, but I would not say it is no code. Having said that, the user interface has definitely improved over the last few years and certainly more business user friendly today than previously. Users definitely need to read the developer documentation and or Corbus Greyling blogs to fully understand and implement the product.
Natural Language Processing in the case of Discovery allowed users to get access to relevant content at the point of initial request as opposed to having to wait for an agent. This is especially powerful for after working hours requests. The analytics features allow us to fine tune and optimise NLP results based on historical data further improving the customer experience.
In terms of performance, IBM Watson Discovery performs well and as expected compared to competitor offerings. Search works well Web crawl, content library creation, and 3rd party integration all possible The main driver for us is that we were already using other IBM services and Discovery worked well within the Watson ecosystem.

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

No

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

Yes

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

Yes

Did implementation of IBM Watson Discovery go as expected?

Yes

Would you buy IBM Watson Discovery again?

Yes

Watson Discovery worked well with Watson Assistant. It unlocked the following capabilities: FAQs: Retrieve relevant information based on user inputs/intent recognition. Allowed Watson Assistant to make recommendations / upsell based on our partnerships /supplier offerings. Rather than have to maintain static content and update it whenever things changed, we simply enabled web crawl or deep linking.

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