Item: IBM watsonx Assistant
Rating: 7
Author: Rajeev Bagra

Use Cases and Deployment Scope

IBM watsonx Assistant is used by us to add a chatbot into our websites that replies many of the general questions. Otherwise, query transferred to live agent or email ticket created.To leverage full capabilities, we find integration with Watson Discovery a must that ensures replies are generated scanning through documents\web pages.

Pros and Cons

Generate replies to general queries.
For specific replies, more integration needed which can be done easily within Actions.
Integrated with SMS, phone, Facebook, Slack, and many more

Instead of providing functionalities of scanning documents/web pages through Watson Discovery that requires another IBM subscription, why not provide the same through IBM watsonx Assistant subscription?

Return on Investment

Basic chatbot can be prepared with free version of IBM watsonx Assistant using Action feature.
For advanced features like generating replies based on the content of your website, you will need a separate subscription of Watson Discovery.

Usability

Given an abundance of chatbots these days, paid plans are pricey.

AI Capabilities

Excellent that justifies its pricing. Multilingual, can be integrated with phone/SMS in addition to website.

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?

Yes

Did implementation of IBM watsonx Assistant go as expected?

Yes

Would you buy IBM watsonx Assistant again?

Yes

Other Software Used

WhatsApp Business, Facebook Business Suite, LinkedIn Jobs

Likelihood to Recommend

I recommend, first start with 30-day free trial of both IBM watsonx Assistant and Watson Discovery to see how it works. Simultaneously try with other free/paid chatbots by other service providers. This is because maybe your objective can be met by free or lesser price subscription product. Creating chatbot is easy with IBM watsonx Assistant with Actions. First action for example will ask your choice of communication mode (phone/email) and then ask your phone/email as second action.

Users and Roles

Support Headcount Required

2 - No programming knowledge needed. Anyone after going through documentation should be able to support.

Business Processes Supported

For generating replies of general questions such as contact information.
To create tickets to be addressed through email of anything specific to an audience.

Experience Using Actions Feature

Yes - Actions feature available even with the free plan makes IBM watsonx Assistant perhaps the easiest software to create a powerful chatbot. Instead of loops, nodes, setting dialog is very with easy with Actions.

Innovative Uses

Leveraging Actions feature to come out with innovative chatbots

Future Planned Uses

After subscribing to watsonX Discovery, we will be able to generate replies from documents/web pages.

Likelihood to Renew

There is a room to scale with other IBM watsonx Assistant offerings by IBM. So one can start a chatbot for free applying Actions feature to one's business use case.

Usability Pros and Cons

Pros	Cons
Easy to use Technical support not required Well integrated Consistent	Slow to learn Lots to learn

Easy Tasks

Generating replies from documents\web pages after integrating with watsonx Discovery.
Actions help quickly generate thoughtful replies easily and available in the free version.
Free templates can help making the chatbot go live within 30 minutes.

Mobile Interface Availability and Impressions

Yes

Create easily your first chatbot with free version; pro version with watsonx Discovery

Overall Satisfaction with IBM watsonx Assistant