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.