IBM (NYSE: IBM) today declare the set up of new AI and automation ability in IBM Watson Assistant plan to make it easier for businesses to create intensify customer service experiences over any channel-phone, web, SMS and any messaging platform. This includes a new collaboration with IntelePeer, a leading communication platform-as-a-Service provider, to set up and test a voice agent, and a new agent app designed to authorize an absolute laid-back to a live agent while maintaining the conversation context.
IBM adds on new features in Watson Assistant the company’s brilliant effective agent, to help businesses contact AI and NPL to address customer issues on first contact. Watson assistant is outline to more rapidly issue customers with suitable answers over the phone, SMS, web, or any messaging platform, and seamlessly hand-off to live agent when further support is needed. The new features include.
- Add voice capabilities to Watson Assistant: The IntelePeer Atmosphere communication 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. If businesses already have an existing contact center phone system, using industry standard.
- Help customers resolve issues on first contact with Watson Assistant Search Skill: Watson Assistant’s search skill feature now includes short-answer retrieval, which is based on an innovation 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 new agent app: Watson Assistant’s new agent app feature is designed to help customer service agent pick up with customer right where the virtual agent left off. When a customer calls in, IBM’s speech detection models, which are designed to provide more accurate transcriptions out-of-the-box, deliver a near real-time transcription of the conversation.
Vishwanath Ramaswamy, President, Technology, IBM technology Sales, said “As per the latest global AI adoption Index 2021, “by morning consult IBM, over half (54%) of Indian It professional 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 a 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 for 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.”
