IBM has made improvements to its AI Watson Assistant, which can now better determine a customer's intent for contacting customer services. The new Watson Assistant has the AI chatbot attempt to identify a caller's intent, and if it can not determine intent, the AI system will ask questions to better understand the situation. The improvement to the system is a result of client experiences, where clients report on ways to make the AI faster and more powerful.
One customer of the AI system is a bank, and it saw a 50% improvement in customer satisfaction, it also found a 10% faster call times. When the organization adopted the technology, fears were present, regarding the AI replacing human employees. However, after the AI was adopted, it allowed human employees to have more time to handle more difficult customer service cases.
AI Chatbot Improvements
IBM's Watson Assistant Will Be Better at Identifying Intent
Trend Themes
1. Improved AI Customer Service - IBM's Watson Assistant can better determine customer intent, resulting in improved customer satisfaction.
2. Adaptive Chatbots - AI chatbots will ask questions to better understand the customer's situation if intent cannot be determined.
3. Human-AI Collaboration - Adopting AI chatbots in customer service departments can allow for more time for human employees to handle complex cases.
Industry Implications
1. Banking - The new Watson Assistant has been successful in the banking industry, improving customer satisfaction and call times.
2. Retail - Retail industries can benefit from improved AI customer service to enhance the customer experience.
3. Telecommunications - Telecommunications companies can improve customer service by implementing AI chatbots that understand customer intent.