In today’s experience economy, delivering exceptional customer and employee service is essential for business success. However, meeting the rising expectations of always-connected, digital-savvy users is incredibly challenging with traditional support models.
90% of chatbots fail within just 18-24 months because they cannot understand natural language inputs, provide coherent multi-turn conversations, integrate with backend systems, or scale as needs evolve. Businesses are stuck with fragmented, robotic interactions across siloed channels, leading to frustration, churn, and soaring support costs.
This is where IBM Watsonx Assistant comes in – a revolutionary conversational AI platform purpose-built to transform customer care, field service, and employee self-service experiences.
The New Imperative for Intelligent Service Experiences
Why are seamless, AI-powered experiences becoming a make-or-break priority? The data speaks volumes:
- 60% of customers believe AI will increase productivity and improve relationships with businesses
- Customer service is the #1 use case driving CEO investments in generative AI solutions
- 75% of generative AI deployments are in customer service, sales, marketing, R&D, and engineering roles
- 63% of companies invested in generative AI for customer care by the end of 2023
- 85% of executives expect AI to interact directly with customers by 2025
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Customers increasingly expect fast, personalized resolutions on their preferred channels – whether web, mobile, voice, messaging or others. They don’t want to wait on hold or be passed around to multiple agents.
On the employee side, workers are looking for instant support for HR, IT and operational issues through self-service. They don’t want to call a help desk and waste productive time.
Businesses can’t afford to fall behind on delivering intelligent, unified service experiences. The rewards are massive – increased customer satisfaction, loyalty, employee productivity and cost savings. The risks of inaction are high – customer churn, brand damage and technical debt.
This is why leaders like DXC Technology, ZX Ventures, Revolution D, and Miami-Dade County have turned to IBM Watsonx Assistant.
What Makes Watsonx Assistant Unique?
Watsonx Assistant is a unified, enterprise-grade platform that allows businesses to rapidly build and deploy intelligent virtual agents to deliver contextual self-service experiences across all major user touchpoints.
At its core is a powerful conversational AI engine leveraging large language models (LLMs) like IBM Granite. These models enable virtual assistants to understand complex intents expressed in natural language with industry-leading accuracy.
In fact, Watsonx Assistant’s intent recognition was shown to be 15% more accurate than platforms like Google Dialogflow during benchmarking. The seamless multi-turn conversations driven by LLMs provide a far more natural experience than scripted bots.
But Watsonx Assistant goes far beyond just Q&A. It combines LLM intelligence with an open, no-code platform that makes it easy to create multi-modal experiences tailored to each use case.
Intelligent Self-Service Flows
Guide customers and employees through intelligent conversational journeys to resolve queries or execute transactions – all without leaving their preferred channel. For example:
- Contextual FAQ resolution augmented with information from knowledge bases and enterprise data sources
- Guided step-by-step tutorials for routine tasks like resetting passwords or updating personal info
- Voice interactions using natural, AI-generated speech to automate phone menus and channels
- Real-time search and text summarization to extract and present relevant info to users
Visual Assistance with Show-and-Tell
Sometimes text alone isn’t enough. Watsonx Assistant allows businesses to incorporate rich multimedia like images, videos, GIFs and AR/VR annotations into conversational flows. For example:
- Present visual explainers and step-by-step diagrams for complex issues
- Overlay AR instructions on products to guide self-service or repairs
- Generate visual thumbnails and outlines to summarize lengthy documents
Seamless Human Escalation
For scenarios that require the human touch, Watsonx Assistant enables seamless handoffs to live agents with full conversation context. Agents can also leverage the AI’s knowledge assistance for real-time guidance.
Open Architecture for Endless Extensibility
What makes Watsonx Assistant a true enterprise-grade solution is its extensibility across existing business systems and data sources. Using low-code tools, businesses can easily integrate virtual agents with:
- CRM systems to access customer data and provide personalized service
- Contact center platforms for intelligent routing, sentiment analysis and agent augmentation
- ERP, billing, inventory and other internal systems to enable transaction processing
- Enterprise data lakes, knowledge bases and search tools to power informational skills
- Their own custom or third-party LLMs to extend AI capabilities
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Watsonx Assistant also offers powerful data isolation, security and governance controls to protect sensitive business information.
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Accelerated Speed to Value
One of the biggest bottlenecks for AI projects is the lengthy training cycles required. Traditional approaches take months of data labeling, model training and expensive professional services.
Watsonx Assistant flips this paradigm with LLMs that can achieve high accuracy with up to 70% less training data and human labeling effort. Businesses can get an MVP production deployment in weeks, not months – a game-changer for organizations seeking rapid time-to-value.
Self-service is further accelerated with:
- No-code tools to design conversations without developers
- Domain-specific templates for common industry use cases
- Reusable conversational patterns to bootstrap new assistants
- Out-of-the-box integrations with popular business systems
- Native generative AI authoring tools that leverage LLMs
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The Watsonx Assistant edge extends to lower operating costs as well. Its energy-efficient models can reduce AI infrastructure spending by up to 62x compared to conventional alternatives.
Deliver Unified, Trusted Experiences
The Watsonx Assistant platform is designed from the ground up to enable businesses to orchestrate unified, end-to-end service experiences across all conversational touchpoints.
Built-in analytics provide a single pane of glass to visualize and optimize user journeys. Subject matter experts can easily update and refine conversational flows using the low-code tools. IT teams can secure and govern the AI fabric centrally.
Importantly, Watsonx Assistant meets the highest standards of enterprise trust and responsibility:
- Privacy and data security with secure hybrid deployment options
- AI ethics and governance program with human oversight
- Industry-leading model debiasing to mitigate algorithmic risks
- IBM’s extensive experience deploying AI in highly regulated sectors
Transforming Service Experiences Now
Amid fierce customer and talent battles, businesses can’t afford to deliver fragmented, frustrating service experiences any longer. AI-powered self-service is the future – but only if done right.
IBM Watsonx Assistant provides the most complete and trusted platform to intelligently augment human service teams and create differentiated user experiences. With its advanced conversational AI, low-code tools, seamless integrations, and enterprise pedigree, businesses can transform service delivery models at a fraction of time and cost compared to traditional development.
Multiple industry leaders like DXC Technology, ZX Ventures, Revolution D, and Miami-Dade County are already reaping the benefits of Watsonx Assistant today:
- Up to 70% faster time-to-value for AI service deployments
- Over 10x reduction in training data requirements
- Millions of dollars saved in customer care costs annually
- Increased customer satisfaction, retention and lifetime value
- Higher employee productivity and operational efficiency
Are you ready to revolutionize your customer and employee service experiences? The future of AI-driven transformation is here with IBM Watsonx Assistant, and Cresco International is your gateway to unlocking its full potential. Imagine a world where your organization can seamlessly provide intelligent, personalized, and efficient service at every touchpoint. This isn’t just a dream—it’s within your reach.
At Cresco International, we specialize in guiding businesses through the AI transformation journey, leveraging the power of IBM Watsonx Assistant to enhance service interactions, improve satisfaction, and drive operational efficiency. Our team of experts is dedicated to helping you harness cutting-edge AI technology to meet and exceed your organizational goals.
Join us in shaping the future of customer and employee service. Contact Cresco International today for a free, live product demo of IBM Watsonx Assistant. Witness firsthand the innovative capabilities that can redefine your service landscape. Let us show you how AI can transform your operations, boost productivity, and deliver unparalleled experiences.
Don’t miss out on this opportunity to stay ahead of the curve. Reach out to Cresco International now and explore the endless possibilities for your organization. Your journey to a smarter, more efficient future begins here.
