Case Study: Computer Gross achieves higher customer satisfaction and operational efficiency with IBM watsonx Assistant

AI assists with B2B e-commerce transformation

Computer Gross, an Italy-based value-added distributor and long-time IBM partner, needed a way to scale customer support and self-service across a catalog of more than 145,000 products without overwhelming its teams. As its B2B e-commerce platform grew, repetitive questions, quote requests, and product discovery needs made it harder to deliver fast, personalized service. IBM watsonx Assistant was selected to help Computer Gross improve customer interactions and operational efficiency.

IBM implemented a conversational AI solution using IBM watsonx Assistant and watsonx.ai, integrated into Computer Gross’s systems through GraphQL APIs. The assistant now provides 24x7 self-service for product searches, tailored quotes, and order-related updates, helping drive a 35% increase in customer satisfaction, a 50% decrease in response times, a 40% reduction in support tickets, and a 30% drop in operational costs.

Computer Gross

Gianluca Guasti

General Manager, Value Business and Marketing