
Making customer support more efficient with IBM Watson
Deliver lightening fast customer support at scale requires a lot of resources and this is why you want your end users or employee to be able to self serve as much as possible.
Our last article has been published on Bot Tutorials we’ve been explored what does it take to save time to customer support teams. The guide focus on how to model a traditional FAQ to work with Watson and connect to messaging platforms.
The picture below shows how the interaction flow between the user and the chatbot will look like.

The conversational element of this project is just a part of much a bigger picture. The second step is to integrate with the apps used by our organization.
Maybe we want to notify on Slack when the conversation is escalated to a human operator and what that happens we also want to open a case on Salesforce.
Maybe you want to publish across different channels such as Intercom and Facebook Messenger.
Maybe we want to collect all interaction data and feed it into an analytics tool like Mixpanel or log all the interactions on a G Suite Spreadsheet or a Smartsheet.
Regardless of the type of apps you need to connect, you want to make sure you can quickly and easily orchestrate them in your processes, eventually automating most of your operations.
