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IBM Data and AI Ideas Portal for Customers

Shape the future of IBM!

We invite you to shape the future of IBM, including product roadmaps, by submitting ideas that matter to you the most. Here's how it works:

Post your ideas

Post ideas and requests to enhance a product or service. Take a look at ideas others have posted and upvote them if they matter to you,

  1. Post an idea

  2. Upvote ideas that matter most to you

  3. Get feedback from the IBM team to refine your idea

Help IBM prioritize your ideas and requests

The IBM team may need your help to refine the ideas so they may ask for more information or feedback. The product management team will then decide if they can begin working on your idea. If they can start during the next development cycle, they will put the idea on the priority list. Each team at IBM works on a different schedule, where some ideas can be implemented right away, others may be placed on a different schedule.

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Some ideas can be implemented at IBM, while others may not fit within the development plans for the product. In either case, the team will let you know as soon as possible. In some cases, we may be able to find alternatives for ideas which cannot be implemented in a reasonable time.

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Status Submitted
Workspace Watson Assistant
Created by Guest
Created on Oct 28, 2020

Allow buttons/rich response as part of Option Response Type for Intercomm

Typically, we can adjust the Option Response Type to be a button or list etc for responses on the chat. However, support team confirmed with development team that rich response is not available for Intercom. This request is to impletement support for rich response for Intercom, as suggested by support.

Pain point: Customer uses chat, will ask questions and will need to get a list of options to click. Currently, buttons are not supported so customer has to choose the number associated with a response. This is not intuitive and can be confusing especially for older customers who will use the chat often as this is a medical industry.

Further, people generally prefer to talk to real human, so during a chat with AI any small hiccups can deter away users and not want them to inquire at all. This is very problematic especially in the medical industry, since if people stop inquiring then any medical conditions could get severe.

Value: By having buttons, the chat flow will be further smooth, causing no confusion and be very professional. Any customer or patient inquiring feels great ease to get answers from the chat and won't have to delay if they suspect symptoms which requires AI to ask multiple questions to hear out.