IBM Watson Adds AI Voice and Live Agent Handoff Features
IBM Watson introduces new AI and automation tools to improve customer service across phone, web, and messaging channels. The updates include quick voice agent setup and seamless transfers to human representatives.
IBM Watson unveils new AI and automation capabilities within Watson Assistant to help businesses improve customer service across phone, web, SMS, and messaging platforms. As virtual assistants grow in popularity, these updates aim to help companies resolve customer issues on the very first point of contact.
A new partnership with IntelePeer allows users to quickly add voice capabilities and set up a new phone number in just minutes. Additionally, advanced natural language processing from IBM Research powers a new Search Skill that helps customers find accurate answers to their questions faster.
To ensure a smooth experience when human intervention is necessary, Watson Assistant introduces a new agent app feature. This tool enables live customer service agents to seamlessly pick up the conversation exactly where the virtual agent leaves off while maintaining the full context of the interaction.