IBM launched new AI and automation capabilities in IBM Watson Assistant, further improving its abilities to make customer service experience development easier for businesses across any channel.
The newly-enhanced virtual assistant covers channels like phone, web, SMS, and any messaging platform. It also includes a new collaboration with IntelePeer. IntelePeer is a leading Communications Platform-as-a-Service provider that sets up and tests a voice agent. It also adds a new agent app that enables a seamless hand-off to a live agent while maintaining the conversation’s context.
With the new additional features in Watson Assistant, businesses can leverage AI and NLP to address customer issues on the first contact. The new features include:
- Add voice capabilities to Watson Assistant: The IntelePeer Atmosphere Communications Platform-as-a-Service is now available as an add-on in Watson Assistant so that users with a Plus and Enterprise plan can set up voice capabilities and a new phone number for a virtual agent quickly. Using IntelePeer, Watson Assistant is now designed to connect to nearly every major contact center platform that uses the SIP protocol in as little as half an hour with no coding.
- Help customers resolve issues on first contact with Watson Assistant Search Skill: Watson Assistant’s Search Skill feature now includes short-answer retrieval based on an innovative question-answering (QA) system from IBM Research. This enables the virtual agent to return an answer — in a few words — from longer sentences or passages and provide the context on where the answer came from. FAQ extraction is also now generally available in Search Skill.
- Facilitate a seamless hand-off with the new agent app: Watson Assistant’s new agent app feature is designed to help customer service agents pick up with a customer right where the virtual agent left off. When a customer calls in, IBM’s speech detection models, designed to provide more accurate transcriptions out-of-the-box, deliver a near real-time transcription of the conversation. Customers don’t have to repeat their questions, and agents are empowered to resolve issues even more quickly.
Since the surge of COVID-19 cases last year, organizations have turned to IBM’s Watson Assistant to help them address customer problems in the face of rising call volumes. For instance, the State of Rhode Island turned to Watson Assistant to manage the engagement processes with residents and improve support with the contact center.
“With IBM’s wealth of experience in AI, we were able to work together to seamlessly integrate Watson Assistant into our call centers, helping us provide thousands of citizens in a matter of days with information about COVID-19,” said Kristine Campagna, COO of COVID Operations, Rhode Island Department of Health.
To know more about Watson Assitant and its new features, read more on the IBM Watson blog, IntelePeer blog, or visiting: https://www.ibm.com/cloud/watson-assistant/integrations/voice.