Gen-AI that does the work for you
December 04, 2023

Gen-AI that does the work for you

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

Overall Satisfaction with IBM watsonx Assistant

This is one of the solution we considered for our customer success team, it was intended to become a "complimentary" for our existing agent. The tool was intended to answer our user's queries, disputes, suggestions etc as they were repetitive, it was implemented using a free account and never managed to reach the commercial level, but the tool gave us impressions that it can
  1. Easily configured
  2. It can work as an intended virtual agent / chatbot
  3. The documentation is good
  4. WhatsApp integration is impressive

Too bad our budgeting were not sufficient to go to enterprise mode, this would be such a great tool

Pros

  • Chatbot
  • Self learning
  • Integration
  • Installation
  • Configuration

Cons

  • I don't see any issues apart from cost that will be a hindrance for most companies
  • If you have a high seasonal requests, using this tool instead of hiring a contract / temp employees may seem more tempting as it will be cheaper
  • Virtual agent / chatbot easily can replace human agent, so there will be no cost for infrastructure etc
Those tools are complimenting each other, in my short interaction with this tool, this is like having a gen-AI tool that work for your business with a comprehensive documentation and available technical support to answer your questions. Bear in mind that this solution can be up and running in matter of hours, so measure your load and ROI carefully, as once you go using this kind of tool, it will be hard to have a same consistency level if you are using human agent

Do you think IBM watsonx Orchestrate delivers good value for the price?

Yes

Are you happy with IBM watsonx Orchestrate's feature set?

Yes

Did IBM watsonx Orchestrate live up to sales and marketing promises?

Yes

Did implementation of IBM watsonx Orchestrate go as expected?

Yes

Would you buy IBM watsonx Orchestrate again?

Yes

It did well in AI integration for your chatbot / virtual agent, it has the ability to translate the natural language that your users used, then conclude them into a predefined/trained flows so the answers can be given to users in more human way, the development was quite easy as it has a good documentation, integration with WhatsApp was also seamless, this will be a great solution if you are heading to less human contact center with high volume of requests and you want to try to minimize the human portion into as little as possible. Workflows are easy to build , a definite contender for a creative way to integrate business and gen-AI

It is a great tool, apart from the costing that are not for every organizations out there, the regulation surrounding AI is still a thin ice and that could be a potential problem later

Scalability and Accessibility

Easy to deploy, well crafted workflows that can be integrated with production environment in no time, an innovative solution that can be published quickly and can be integrated with WhatsApp and have those ready in a matter of hours ( if you have the expertise) is remarkable, the documentation is also really good

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