Human language

IBM launches Watson-backed virtual assistant for TD Securities

IBM has unveiled a new AI-based virtual assistant powered by IBM Watson Wizard designed to help customers answer crucial questions.

The first company to take advantage of the tool is TD Securities, which will use the virtual agent system for its TD Precious Metals digital store. The TD Precious Metals digital store allows customers to purchase physical gold, silver and platinum bars and coins online.

The virtual assistant is available now and offers both written answers and links to other guides or FAQs, according to IBM. The virtual assistant is designed to handle frequently asked questions like “How is the price determined? “How will the items be shipped? » Where “Is there a minimum or maximum number of products/dollar value when making a purchase?”

“Using AI to automate tasks can increase efficiency and strengthen client relationships,” said Daniel Cascone, Financial Services Sector Leader at IBM Canada. “We are working with TD Securities to enrich the overall customer experience with the power of innovative technology like conversational AI through the AI ​​Virtual Assistant powered by IBM Watson.”

James Wolanski, managing director of TD Securities, said their customers are looking for a better digital experience, but noted that their TD Precious Metals helpdesk will always be available for those who “might need additional support or assistance.” ‘a human touch’.

TD Securities developed the system in collaboration with IBM’s commerce and systems integration consultants before integrating it into the store.

IBM noted that 80% of companies surveyed in its Global AI Adoption Index 2021 said they plan to roll out some form of automation software within the next 12 months.

Brian Loveys, director of product management at IBM Watson, said ZDNet that they developed the system after millions of customers said they had experienced what they called “the spiral of misery”.

Customers now have so many options for getting their questions answered that they can often feel like they’re being bounced between FAQ pages, search, chatbots, phone calls with an agent, and more.

“This compromises customer satisfaction and loyalty. To solve this problem, we help companies organize all of their different customer support options into a single, logical path that’s easy for a customer to follow so they don’t run into No dead ends. A great customer service experience should start with automated, self-service support options so consumers can try to resolve a request on first contact, through any channel, and escalate it seamlessly. to a human customer service agent for the most complex requests,” says Loveys.

“Also, there is no guide or map that tells a company how to create an exceptional customer experience. To date, they have had to do a lot of trial and error when it comes to create virtual assistants, sometimes to the detriment of their end users. . We’ve brought our years of experience working with businesses and a strong AI R&D pipeline to Watson Assistant to make it as simple as possible for businesses to create experiences persuasive customers, quickly human language, like handling topic changes, suggesting alternative options, adapting to vague requests, navigating misspellings and misunderstandings, and detecting when a human agent is needed – all from the moment out of the box.”