Jet Interactive Softphone Dialer
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Watson Assistant Integration
by IBM WatsonSalesforceFree
Connects Watson Assistant with Service Cloud for customer conversations and live-agent handoffs in the chat window.
PRICINGFree
DEPLOYMENTCloud
CATEGORYCustomer Service
UPDATED ON MARKETPLACENot published
What it does
Watson Assistant handles customer questions across applications, devices, and channels, and can address needs beyond frequently asked questions. The Service Cloud integration lets customers receive answers or connect with a live agent without leaving the chat window or using the phone. It supports multilingual, around-the-clock conversations, detects intent conflicts, changes topics, and asks for clarification when intent is uncertain. Conversations can be transferred to Service Cloud agents when needed.
Key capabilities
from the Salesforce AppExchange listingCustomer question handling
Watson Assistant handles customer questions across applications, devices, and channels.
Intent detection
The assistant derives intent from limited data and detects conflicts between intents.
Topic changes
The assistant can change topics during a conversation.
Intent clarification
The assistant can disambiguate when it is uncertain about the customer's intent.
Live-agent handoff
The integration transfers conversations to live agents through Service Cloud.
Multilingual conversations
The assistant handles customer questions in multiple languages.
Use cases
- Customers can begin with an assistant and move to a live support agent when the request requires human assistance.
- Support teams can use the assistant for customer conversations that involve more than frequently asked questions.
Who it's for
The integration is for live agents and support teams handling customer questions.
In the catalog
72 plugins in Service Cloud · Customer Service
Price distribution: 10 free, 11 freemium, 51 paid
Pricing & deployment
Platform
Salesforce
Product
Service Cloud
Deployment
Cloud
Pricing
Free
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What the vendor says
«Watson Assistant is a conversational AI platform that helps you provide customers with fast, straightforward and accurate answers to their questions, across any application, device or channel. Most chatbots try to mimic human interactions, frustrating customers when a misunderstanding arises. Watson Assistant is more …»