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Powerful tool to improve communication with customers
March 30, 2024

Powerful tool to improve communication with customers

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

Overall Satisfaction with IBM watsonx Assistant

We are primarily using IBM Watsonx Assistant for building virtual agents, chatbots for our clients, and for our own business. And we build for different industries, also different interfaces, for web, and mobile. Because our clients also wants their chatbots to be integrated on their mobile apps. For our own use case, we provide 24/7 support to our users, but our support agents may not be available all the time, so we built a chatbot, which will answer our users or leads questions, and provide with the documentation if needed, and it helps us save a lot of support hours.
  • Building Virtual Agents
  • Building Chatbots
  • Integration with multiple interfaces and platforms
  • Simplest interface to build
  • Programming required to start building on your own
  • It requires some machine learning skills
  • The interface may confusing for beginners
  • It saves us tens of support hours per month
  • Increased our support response times by 40%
  • Increased the engagement rate
  • Our users can able to get answers to their questions instantly
The only negative thing is the interface, because it takes sometime for our employees to start using the platform. We previously used drag and drop tools, but since it required some knowledge on programming and Machine learning, we can't start using the platform instantly, and it has taken us about 3 months to deploy our first virtual agent.
Absolutely yes, because AI integration helped us to answer our user's questions, even if those questions are not trained on our chatbots. Before AI implementation, our support agents needs to take the conversation if our chatbot can't answer those questions, but now we have trained the AI with all the data that our users may require, so we don't have to worry about it.
The only reason is that we have been using some other products of IBM, and the trust on their company, so we chose to use IBM Watsonx Assistant, that's it.

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

I'm a developer, so I can easily understand and start using the platform. But some of our employees has tried using the interface, and it takes some time for them to understand the interface, and start working on it. So for beginners, it will take some time. And with programming and machine learning skills, anyone can easily start using IBM Watsonx assistant instantly. So building chatbots, and virtual agents are simple and easily (although it requires some skills), it could be made easier for people who don't know to code.