IBM Watson Launches New AI And Automation Features To Help Businesses Transform Customer Service
IBM News, September 9th, 2021
September 9, 2021,
Volume 282, Issue 2

IBM announced the launch of new AI and automation capabilities in IBM Watson Assistant designed to make it easier for businesses to create enhanced customer service experiences across any channel - phone, web, SMS and any messaging platform

"This includes a new collaboration with IntelePeer, a leading Communications Platform-as-a-Service provider, to set up and test a voice agent, and a new agent app designed to enable a seamless hand-off to a live agent while maintaining the conversation's context.

Virtual assistants are gaining popularity due to ongoing improvements in natural language processing (NLP) and automation. According to IBM's 2021 Global AI Adoption Index1, 52 percent of global IT professionals surveyed report that their company is using or considering NLP solutions to improve customer experiences..."

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