Case Study: DI Square improves call center operator productivity with IBM watsonx.ai and Granite AI

Improving productivity of call center operators using gen AI technology

DI Square, a total IT solutions provider, wanted to improve productivity in call center operations while addressing operator shortages, training burdens, and the need to standardize know-how across a small team. To tackle this, DI Square worked with IBM and used IBM AI services including watsonx.ai as part of its new EasyAnswer JINN/RAG-Opt offering.

IBM helped DI Square embed watsonx Assistant, Watson Discovery, and the Japanese version of IBM Granite into a unique RAG architecture that links company data with AI-powered answer suggestions. The solution improved search efficiency, enabled faster and more consistent customer responses, and is expected to shorten response times, increase responses per hour, and reduce dependence on individual operator knowledge.

DI Square