Case Study: Assisto Technologies achieves smarter multilingual customer interactions with IBM watsonx.ai and Granite LLMs

Assisto Technologies’ iAssist integrates with watsonx.ai to streamline call analysis and boost customer satisfaction

Assisto Technologies, an AI company focused on multilingual communication intelligence, faced the challenge of analyzing high volumes of code-mixed customer calls in languages such as English and regional Indian languages. To support more natural customer interactions and real-time insights, it worked with IBM to enhance its iAssist conversational AI platform with advanced speech analysis and sentiment capabilities.

IBM helped Assisto integrate watsonx.ai and Granite LLMs into iAssist, along with IBM Cognos Analytics for dashboarding and reporting. The solution enabled multilingual transcription, emotion and sentiment detection, automated call summaries, and better contextual responses, delivering measurable gains including a 60%–70% reduction in manual transcription time, up to 50% cost savings, a 20%–30% increase in customer satisfaction, and a 15%–20% improvement in retention and engagement.

Assisto Technologies

Sakshi Jain

Sales Director