IBM has revealed 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.
“One critical challenge facing nearly every business today is the need to better communicate with their customers and employees across all channels,” said Daniel Hernandez, General Manager of Data and AI, IBM. “We’re continuously delivering 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.”
“As per the latest “Global AI Adoption Index 2021,” by Morning Consult and IBM, over half (54%) of Indian IT professionals cite that needing a better way to interact with customers influenced their decision to use automation software or tools as a result of the COVID-19 pandemic. The need for chat and voice assistants has grown in the last year with the accelerated digital push. Today’s announcement reiterates IBM’s commitment to helping clients with the new capabilities as part of the virtual agent, Watson Assistant. The voice functionality and seamless hand-offs will elevate the virtual agent experience for end-users. For ex: The new Agent app will empower the agent to respond to the customer faster, get full visibility to the history of a conversation and respond with accurate information. Similarly, Watson Assistant search skill will enable the virtual agent to respond with precise answers and with a context —in a few words from longer sentences or passages. We believe industries in India such as BFSI, Retail, Telecom, e-commerce, etc will benefit from these features to seamlessly automate tasks by providing a superior customer and agent experience,” said Viswanath Ramaswamy, Vice President, Technology, IBM Technology Sales, IBM India / South Asia.
According to IBM’s 2021 Global AI Adoption IndexMorning Consult on behalf of IBM: “Global AI Adoption Index 2021” (May 2021), 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 the first contact.