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.
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