New capabilities to help businesses transform CX
IBM has announced the launch of new AI and automation capabilities in IBM Watson Assistant designed to make it easier for businesses to create enhanced customer service experiences across any channel – phone, web, SMS and any messaging platform.
This includes a new collaboration with IntelePeer, a leading Communications Platform-as-a-Service provider, to set up and test a voice agent, and a new agent app designed to enable a seamless hand-off to a live agent while maintaining the conversation’s context.
Virtual assistants are gaining popularity due to ongoing improvements in natural language processing (NLP) and automation. According to IBM’s 2021 Global AI Adoption Index, 52 percent of global IT professionals surveyed report that their company is using or considering NLP solutions to improve customer experiences.
IBM is adding new features in Watson Assistant, the company’s intelligent virtual agent, to help businesses leverage AI and NLP to address customer issues on first contact.
Watson Assistant is designed to more quickly provide customers with relevant answers over the phone, SMS, web, or any messaging platform, and seamlessly hand-off to a live agent when additional support is needed. The new features include:
Daniel Hernandez, General Manager of Data and AI, IBM, said: “One critical challenge facing nearly every business today is the need to better communicate with their customers and employees across all channels.
“We’re continuously delivering new innovations in natural language processing, automation and advancing responsible AI, and building a strong, open ecosystem with partners like IntelePeer to help businesses transform customer care with Watson Assistant.”
In addition to the new features announced today, IBM also announced that organisations of all sizes have turned to Watson Assistant to help them address customer problems in the face of rising call volumes.