Item: IBM watsonx Orchestrate
Rating: 1
Author: Verified User

Overall Satisfaction with IBM watsonx Assistant

Use Cases and Deployment Scope

We use IBM watsonx Assistant together with Twilio to have a complete chatbot that can understand our clients, and also be able to direct with using Twilio Functions. Our problem is that since we first implemented Twilio in our organization, the team that did it, wasn't able to use IBM watsonx Assistant at its full potential, and we have a "dumb" chatbot, that can only understand simple terms or buttons that we created.

Pros and Cons

Pros

NLP and NLU
Regex and simple functions
STT and TTS

Cons

Integration with other platforms (Meta WhatsApp or Telephone)
Serverless
User Experience

Return on Investment

Positive: NLP and NLU in Twilio
Negative: Hard to understand and create using IBM watsonx Assistant (needs study)
Negative: Few integrations with other platforms
Negative: IBM Watson support team isn't much of a support (at least, in our experience)

Most Valuable Capabilities

The NLP and NLU capacity.

Achievements Enabled

I do not have this knowledge. We pretty much use IBM watsonx Assistant as a way to translate what our clients are saying in order to redirect them to the right flow or direction in our chatbot. With that said, I do know it has a tremendous stack of tools, but, we do not use it.

Alternatives Considered

I selected IBM watsonx Assistant so I could maintain the NLP/NLU processing from our last supplier (which was not Twilio). Since we switched, I have not liked IBM watsonx Assistant so much. We are sincerely thinking about changing it to a new one, the Kore.AI which seems easier to deal with, has a better ranking in Gartner and is cheaper.

Key Insights

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

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

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

Did implementation of IBM watsonx Orchestrate go as expected?

Would you buy IBM watsonx Orchestrate again?

Other Software Used

Twilio, Salesforce Service Cloud, Sprout Social

Likelihood to Recommend

I haven't been able to use IBM watsonx Assistant very well since the beginning of my journey with it. I feel it's too hard to understand and create using the dialog or even the relatively new actions. When I started using Twilio, for example, it was so much easier to understand and navigate the Widgets and Drag and Drop than IBM watsonx Assistant.

Comments

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IBM watsonx Assistant - Great NLP and NLU but so hard to understand