THE new artificial intelligence (AI) and automation capabilities in Watson Assistant, IBM's intelligent virtual agent, make it easier for businesses to create enhanced customer service experiences across any channel — phone, web, short message service and any messaging platform. Virtual assistants are gaining popularity due to ongoing improvements in natural language processing (NLP) and automation.
According to IBM's 2021 Global AI Adoption Index, 52 percent of global IT professionals surveyed said their company is using or considering NLP solutions to improve customer experiences.
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