New IBM Watson Assistant features are designed to help businesses set up a voice agent with IntelePeer more quickly and provide more seamless hand-offs to live agents.
IBM Watson Assistant now includes new AI and automation features that make it easier for organisations to provide better customer service experiences across any channel – including phone, web, SMS, and any messaging platform. This includes a new partnership with IntelePeer, a Communications Platform-as-a-Service provider, to set up and test a voice agent, as well as a new agent app that allows for a seamless hand-off to a live agent while maintaining the conversation’s context.
IBM is adding new features in Watson Assistant, the company’s intelligent virtual agent, to enable organisations use AI and Natural Language Processing (NLP) to resolve customer concerns on the first interaction. Watson Assistant is designed to provide consumers with appropriate answers more quickly over the phone, SMS, web, or any messaging platform, and to seamlessly hand-off them to a live agent when additional assistance is required.
Some of the new features include add voice capabilities to Watson Assistant, help customers resolve issues on first contact with Watson Assistant Search Skill, and facilitate a seamless hand-off with the new agent app.
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.”