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Consumer Assistant

Business Value​

Objective: Showcase how IBM's Generative AI-powered chatbot aligns with the bank’s goals by validating NLP capabilities, response accuracy, and enhancing conversational user experience using a sample of customer service FAQs.

Key Metrics:

  • Understand and accurately respond to 80% of initial questions.
  • Provide 50% accurate responses to follow-up questions.
  • Ensure a maximum response time of 3 seconds.
  • Fallback to a human agent if a question isn't understood after two prompts.
  • Offer robust reporting on bot interactions

Capabilities​

Utilized Watson Discovery to perform RAG document search on the website's data corpus.

Multilingual Capability​

Leveraged wx.ai to provide Spanish translations of user queries and its answers by crawling client's target website (english).

Live Agent Integrations​

Genesys: The virtual assistant integrates with Genesys to provide live agent support, enabling staff to escalate issues to human agents when needed.

User Interface Integrations​

Hosted Static Site: Adapted the assistant to a custom user-interface