Smarter conversations, happier customers: Assisto Technologies’ iAssist integrates with watsonx.ai to streamline call analysis and boost customer satisfaction
Assisto Technologies enhanced its iAssist conversational AI platform by integrating IBM watsonx.ai and Granite LLMs to handle complex, code-mixed multilingual customer calls. This transformation resulted in significant operational efficiencies and improved customer experiences through real-time analysis and automation.
The Business
Assisto Technologies enhanced its iAssist conversational AI platform by integrating IBM watsonx.ai and Granite LLMs to handle complex, code-mixed multilingual customer calls. This transformation resulted in significant operational efficiencies and improved customer experiences through real-time analysis and automation.
Assisto Technologies · Asia · Small.
Before AI
Before AI integration, Assisto Technologies faced challenges with traditional customer support approaches, particularly in transcribing, interpreting, and analyzing code-mixed speech at scale. This led to manual transcription efforts and difficulty in delivering personalized experiences for multilingual customer interactions.
What Changed
Assisto Technologies integrated IBM watsonx.ai and IBM Granite large language models (LLMs) into their iAssist conversational AI platform. This enabled their voice bot to understand and respond to complex, code-mixed inputs across multiple languages, perform real-time sentiment/emotion detection, autogenerate concise call summaries, and support advanced text analysis for contextual understanding.
The Result
The AI integration led to a 60%–70% reduction in time spent on manual transcription and up to 50% cost savings. Customer satisfaction scores increased by 20%–30%, and customer retention and engagement improved by 15%–20%. The enhanced platform delivers more personalized, emotionally intelligent customer service with real-time insights.
Why this matters
Unlocking Global Customer Insights with Multilingual AI
The ability for AI to accurately understand and process code-mixed speech, which blends multiple languages within a single conversation, is crucial for businesses operating in diverse linguistic environments. This technology not only streamlines customer service operations by automating analysis and transcription but also enables deeper insights into customer sentiment and needs, previously inaccessible due to language barriers. This capability allows businesses to offer more personalized and empathetic interactions, expanding their market reach and improving customer loyalty in a truly globalized world. For small to medium businesses, this presents an opportunity to compete with larger enterprises by serving underserved multilingual markets efficiently.
Technology Used
Used for:
Source
Results are reported by the identified source/company and have not necessarily been independently verified by AI YAI YAI.
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