IBM Watson Introduces AI and Voice Features to Upgrade Customer Service
IBM Watson unveils new AI and automation tools, including a partnership with IntelePeer for quick voice agent setup, to help businesses resolve customer issues faster and ensure seamless transitions to live agents.
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 more popular, IBM reports that 52 percent of global IT professionals currently use or consider natural language processing solutions to enhance customer experiences.
A new collaboration with IntelePeer allows users to quickly add voice capabilities and set up a phone number in minutes. Additionally, IBM integrates advanced natural language processing from IBM Research into the Watson Assistant Search Skill to help customers resolve their issues on first contact.
Watson Assistant also introduces a new agent app feature that enables a smooth hand-off to live human agents. This tool preserves the full context of the conversation so that live agents pick up exactly where the virtual agent leaves off, providing continuous and uninterrupted support for the customer.