Case Study: AskIT boosts employee self-service and resolves IT issues faster with IBM watsonx Assistant

Using AI to deliver a digital-first employee experience

AskIT, IBM’s CIO organization, needed a faster, more scalable way to support more than 280,000 employees and handle about 785,000 IT tickets a year. Routine requests like password resets, device setup, and VPN issues were creating long wait times and pulling support staff away from more complex work. IBM used watsonx Assistant to build AskIT, a conversational AI support tool.

IBM implemented AskIT using AI and NLP trained on insights from more than 300,000 tickets, covering over 200 common support topics in 40+ languages. The results were strong: in four months, more than 133,000 employees used it, over 75% of queries were resolved by the assistant, and IBM reported that 80% of its top IT issues can be addressed through AskIT.

AskIT

Jonathan Chu

Manager