Case Study: Humach achieves higher customer satisfaction and call automation efficiency with IBM watsonx Assistant

Humach partners with Innovative Solutions, IBM and AWS for superior customer service outcomes

Humach, a customer experience provider focused on blending human agents and digital assistants, needed a better way to handle rising customer demands, improve consistency across channels, and reduce unsatisfactory call outcomes. To advance its mAI Pilot platform, Humach turned to IBM and Innovative Solutions, using IBM watsonx Assistant on AWS to help create more intelligent, scalable customer interactions.

IBM helped Humach implement a conversational language module with AI-powered routing, speech-to-text/text-to-speech, and searchable indexing to speed resolutions and support both digital and live agents. The results included an 18% increase in overall customer satisfaction and a 20% increase in call automation efficiency, while also improving responsiveness, accuracy, and scalability.

Humach

Bruce Sharpe

Chief Product Officer