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Great results for customer service application
What do you like best about the product?
Simple to construct and business analysts can support the development of chat flows rather than always needing developers.
What do you dislike about the product?
Would be nice if the business could access the data without needing IT to help extract
What problems is the product solving and how is that benefiting you?
Providing answers to employees of our clients when they come to us looking for help. Employees were calling Sales,, the client service centers, etc. looking for answers and the chatbot has been able to provide them with the information they need and get them out of other channels.
Recommendations to others considering the product:
Take the time to think through your chatbot flows before building anything
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Used for more than just a chatbot service
What do you like best about the product?
intents, entities and dialog. Ability to have data extractions.
What do you dislike about the product?
intermittent issues with training from time to time
inexplicable changes to behaviours
downtime in the best 2 months in the dallas region
inexplicable changes to behaviours
downtime in the best 2 months in the dallas region
What problems is the product solving and how is that benefiting you?
chatbot solutions, playing around to use it in a classifier
Recommendations to others considering the product:
Support ticket agents typically do not read the entire first message, so be prepared to repeat your initial ticket content again.
Watson Assistant
What do you like best about the product?
Watson Assistant has an easy to use api and an active development team.
What do you dislike about the product?
I wish we had the ability to expand the system entities.
What problems is the product solving and how is that benefiting you?
We are using Assistant as a voice agent for our call centers and it has allowed us to serve more customers more quickly while freeing up our live agents to give more time to the callers that need a more customized experience.
Watson growing up
What do you like best about the product?
Watson Assistant in continuing to grow and improve. The tooling is becoming more intuitive and more best practices are emerging.
What do you dislike about the product?
There are still common problems that don't have workable solutions and the community is still pretty small. Specifically, when creating a voice solution with Watson Assistant, the confidence and recognition can be difficult to improve.
What problems is the product solving and how is that benefiting you?
We have implemented a call center chat bot with voice, text message and web chat. We have increased employee engagement and overall satisfaction by automating some of the lower level cognitibve tasks.
Recommendations to others considering the product:
Save voice integration for last.
Stand up simple to complex chat bots quickly
What do you like best about the product?
To stand up a simple bot is very easy, and then it can be scaled to thousands of users with dozens of intents.
What do you dislike about the product?
Once you grow beyond a single, close-knit team of developers it can be difficult to keep everyone from stepping on toes. Deployment to multiple, separate environments can be tricky.
What problems is the product solving and how is that benefiting you?
Automating customer support to answer questions and allow customers to perform transactions on their account, all through chat on the website, application, and other channels.
Quality
What do you like best about the product?
The ease of use is nice for my new team members
What do you dislike about the product?
Can be inconsistent sometimes but it really depends
What problems is the product solving and how is that benefiting you?
Get team out of low level tasks
Top of Class in Chatbot
What do you like best about the product?
It"s an all integrated solution to build and run chatbots easily
What do you dislike about the product?
There are some frequently changing limitations, which makes it hard to build a mutli channel chatbot platform and you have to find workarounds
What problems is the product solving and how is that benefiting you?
We build a platform to provide the same chatbot on multiple channel.
Appointment booking
What do you like best about the product?
The getting started to catch all the information needed to book an appointment is very easy after the introduction of the slot feature. We were able to have a basic booking conversation after a short time.
What do you dislike about the product?
The support for common German relative date phrases (like "uebermorgen") was difficult. It's difficult for customers to enter time frames instead of concrete times.
What problems is the product solving and how is that benefiting you?
The use case enable a 24/7 possibility to book an appointment using natural language.
Watson for car manuals
What do you like best about the product?
I think watson and watson expert services provide a good starting point in the world of conversational intelligence fast.
What do you dislike about the product?
Once the first product and capabilities are clear its difficult too scale. Languages, Content, Markets.
There needs to be a product that supports chatbot from a run perspective one which allows content management
There needs to be a product that supports chatbot from a run perspective one which allows content management
What problems is the product solving and how is that benefiting you?
Explaining the mercedes world to the customers
Wonderful tool that can solve many real usecases
What do you like best about the product?
Its simple to connect and do proof of concept. Some of the basic configurations are intuitive.
What do you dislike about the product?
When it comes to complex intents, there is not many examples out there to follow. It will be nice if IBM can add more case studies.
What problems is the product solving and how is that benefiting you?
We are having bots as part of our business and human-machine interaction is made possible by Watson. We are able to interpret user conversation as commands/instructions to carry tasks.
Recommendations to others considering the product:
Make the intent inference configuration more intuitive, with options to include/exclude based on the flow of conversation
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