In customer support, time is critical. Every second saved can lead to faster case resolutions and happier clients. To this end, IBM Technology Lifecycle Services (TLS) has harnessed the power of AI to develop Agent Assist, a cutting-edge cloud service based on IBM's watsonx. This innovative tool is specifically designed to empower our support agents, helping them with the capability to rapidly navigate through our extensive product knowledge base, identifying and retrieving the most pertinent information from our vast repository when they are solving a support case.

On this particular episode, we engage in a discussion with Haris Pozidis, the Principal Scientist and Manager of AI for IBM Infrastructure, alongside Serge Monney, the Chief Architect for Agent Assist, to discuss Agent Assist 2.0. Our conversation was around the enhancements in Agent Assist 2.0, the product lines that are now benefiting from the tool, the expansion to IBM Z, and, as usual, the feedback received from our IBM Support agents.

Check previous episodes about IBM TLS AI capabilities: