Friday, September 20, 2024
10:20 – 11:10 a.m. (CST)
ETB 1020
Dr. Haris Pozids
Scientist & Manager of Infrastructure AIOPS
IBM Research Europe – Zurich, Switzerland
Title: “Using Generative AI Technology to Transform Customer Support Services”
Abstract
Agent Assist is a software tool, that enables remote technical support agents solve clients’ problems faster and helps newly hired support agents increase their productivity and reduce the time required to learn and resolve cases. Agent Assist integrates tightly with the IBM Cognitive Support Platform (CSP), the tool that IBM support agents use to troubleshoot customer cases. It receives a real-time notification from CSP every time a new case is opened and pushes back to CSP recommendations for resolving that case, based on analysis of past, resolved, similar cases and relevant product documentation. Agent Assist leverages watsonx.ai for retrieving similar historical cases and for past case resolution extraction and summarization, using generative large language models (LLMs). It achieves fast response of less than 60 seconds end-to-end by performing most time-consuming LLM and indexing operations offline.
The transformation of customer support service into a more automated and efficient business by the use of AI is strategic for many businesses, promising higher efficiency, lower cost of operation and improved customer satisfaction. The Agent Assist technology is enabling and accelerating this transformation by harnessing the power of generative AI and by scaling across multiple Support products and functions.
Biography
Haris Pozidis manages the AI for Infrastructure group at IBM Research in Zurich, Switzerland, which focuses on the design of algorithms for scalable and accelerated machine learning, on the development of Flash memory controllers and Computational Storage, and on AI-infused systems for improving cloud resiliency and operations.
Dr. Pozidis holds over 160 US patents in areas ranging from scalable machine learning systems to storage systems and solid-state memory technology. He has co-authored more than 120 journal and conference publications in the above areas. He is a Senior Member of the IEEE and a Principal Research Scientist at IBM Research.
To learn more about Dr. Pozids go to https://research.ibm.com/people/haris-pozidis.
You are welcome to join us on Friday, 9/20/24 at 10:20 a.m. in ETB 1020!