Customer Service Just Got Smarter

Announcing Service Desk Integrations in Watson Assistant

Blake McGregor
Feb 10 · 8 min read

Announcing Service Desk Integrations in Watson Assistant

Watson can gather information (left) before transferring to the correct agent (right)

Quick Setup

Quick Intercom connection process

Responding When Assigned

Scenario 1: Intercom assigns new conversations to Watson

Route conversations to Watson using Intercom’s automation rules

Scenario 2: Agents manually reassign conversations to Watson


Agent reassigning a conversation to Watson (and then closing it)

Topic-Based Escalation Routing


Watson can gather information before transferring to the right agent
Digression scenario (left) and digression configuration (right)

Inbox Monitoring

Example assistant dialog that covers only 5 topics (left) doesn’t handle off-topic situations quite well (right)
Enable your assistant to monitor a Watson-specific inbox in Intercom
Change initial conversation routing to the Watson-monitored inbox instead of to Watson directly

Respond Only When Confident

Silent Team Routing

Suggest Responses to Agents

Watson providing response suggestions privately to agents

Ignore Pleasantries


IBM Watson

AI Platform for the Enterprise

Blake McGregor

Written by

I love to ski, eat, travel, and eat. And in my spare time, I work in the natural language/AI space as a principal product manager on IBM Watson Assistant.

IBM Watson

AI Platform for the Enterprise