This session explores the deployment of a conversational AI solution in a healthcare payer setting, leveraging Watson Assistant along with Speech-to-Text (STT) and Text-to-Speech (TTS) capabilities. It delves into the technical challenges faced, including integration complexities, data privacy concerns, and maintaining conversational flow within regulatory constraints. Lessons learned cover optimizing intents and entities, refining dialog flows, and enhancing natural language understanding. Discover how Watson's robust tools addressed these pain points, facilitating seamless communication and enhancing user experience while ensuring compliance and security.