International Business Machines (IBM) has launched new AI and automation capabilities in its intelligent virtual agent IBM Watson Assistant that are designed to make it easier for businesses to create enhanced customer service experiences across any channel. Headquartered in Armonk, New York, United States, the company collaborated with Communications Platform as a Service (CPaaS) provider IntelePeer 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 Index Morning Consult on behalf of IBM, 52 percent of global information technology (IT) professionals surveyed report that their company is using or considering NLP solutions to improve customer experiences.
IBM Watson Assistant seamlessly hands off to a live agent when additional support is needed. Here are the new features:
- The IntelePeer Atmosphere CPaaS 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, IntelePeer can also provide the …….