Using IBM watsonx Orchestrate to improve employee and customer happiness

After adopting IBM watsonx Orchestrate, Avid Solutions reduced the number of errors that occur in their project management processes by 10%. Using IBM watsonx Orchestrate to improve employee and customer happiness Avid Solutions reduced the number of errors that occur in their project management processes by 10%.

Agent or tool: watsonx
Topic: Customer Support
Reported on: Case study (IBM)
Added: 2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 195 by interest), and one of 6 involving watsonx.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into watsonx or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was watsonx.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (IBM): https://ibm.com/case-studies/avid-solutions-international. Our summary is a paraphrase; details are in the source.

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