CARNET (Croatian Academic and Research Network) is a Croatian public institution that handles all inquiries for pupils, students, their parents and teachers. They handle inquiries of more than a half million people. CARNET wanted to modernize their HelpDesk by leveraging watsonx.ai and watsonx.data for email categorization and automatically proposing answer of the email. In this session we are going to show have we managed to achieve 98% of accuracy for email categorization and generate 90% accurate answers that are ready to send. We will show project overview, scoping, architecture, final results and demo.

Jelena Škalec, Data&AI Tech sales, IBM

Tihomir Markulin, Deputy CEO, CARNET

Tihomir Markulin leads CARNET’s Sector for National Services and Support, managing over 130 employees and associates. The sector includes three key units: a customer service team supporting 70+ CARNET services and the national e-Schools program; the .hr domain registry, which manages Croatia’s national top-level domain; and a national support center responsible for core digital education services such as the e-Class Register, e-Matica (the central registry of students and staff in primary and secondary education, and centralized systems for enrollment in schools, kindergartens, and dormitories. His focus is on strengthening digital support in education, optimizing service performance, and improving user experience across the national digital ecosystem.