IBM watsonx Assistant

Evidence mix: High 3 · Medium 0 · Low 0 — bands are computed from each record's evidence signals.

Use cases (3)Related technologies (7)Products & vendor

IndustryFinancial Services1Insurance1Professional Services1

CountryFrance2United Kingdom1

3 use cases

Professional ServicesConversational AI

Sopra Steria builds turnkey virtual assistant on IBM Watson for European public and private clients

European digital transformation firm Sopra Steria evaluated 15 AI virtual assistant solutions and chose IBM watsonx Assistant, IBM Watson Language Translator, Natural Language Understanding, and Text to Speech to build an intelligent virtual assistant accelerator engine now running at 10 production sites across Europe. The first implementation, a central digital billing portal for the French government, handled more than 75,000 conversations and 340,000 requests to watsonx Assistant in its first month, resolving 80% of inquiries without human agents, and later scaled from 450,000 to more than 1.5 million users.

Sopra Steria· FranceIBM watsonx Assistant · IBM Watson Language Translator · IBM Watson Natural Language Understanding +3

InsuranceConversational AINatural Language Processing

IRCEM's AI chatbot handles 4,000 customer conversations monthly with a 90% completion rate

IRCEM, a French non-profit social protection group serving 1.4 million childcare assistants and household employees plus 750,000 pensioners, worked with IBM Cloud Expert Labs to build a chatbot using IBM watsonx Assistant to automate responses to customer queries and point users to online documentation. The chatbot relieves customer relations teams of 4,000 conversations each month, with a 90% success rate for conversations that provide a response to the customer. IRCEM later extended AI into an assisted messaging system that analyzes a customer's draft email in real time to surface relevant information before it is sent; since its launch, the assistant activates 7 times out of 10, and 5-10% of users decide sending their message is no longer necessary after the AI's intervention.

IRIRCEM· FranceIBM watsonx Assistant · IBM Cloud Expert Labs · IBM Cloud Orchestrator

Financial ServicesConversational AI

NatWest Group Takes on Digital Transformation to Make Home Buying Easier

NatWest Group, a UK banking and financial services company headquartered in Edinburgh serving approximately 19 million people, families, and businesses throughout the UK and Ireland, co-created an AI-powered, cloud-based platform called "Marge" with IBM Consulting. Built with IBM watsonx Assistant technology on IBM Cloud, Marge gives mortgage call center employees real-time digital mortgage support, embedded in NatWest's existing data structures with new data added every minute through content updates and customer interactions. Employees access mortgage policy information by typing keywords into a console while on calls with customers. Since implementing the tool, NatWest saw a 20% improvement in customer Net Promoter Score (a customer loyalty metric) and a 10% decrease in call duration.

NGNatWest Group· United KingdomIBM watsonx Assistant · IBM Cloud