IBM Cloud
Building trust in AI assistance
An assistant inside the cloud console, with sources attached to its answers.
8s
Average answer time
Down from 15 minutes with a person
- Role
- Lead Product Designer
- Team
- 1 researcher and 1 development team
- Duration
- 10 months
- Scope
- Discovery to shipped v1
- 8sAverage answer time
- Down from 15 minutes with a person
- 1,200Questions answered daily
- From no AI answer capability
- $1.2MSaved every year
- Support burden removed
- +18.8%CSAT lift
- From 3.2 to 3.8 out of 5
Answers people can check.
Project context
- Problem
- People needed faster answers they could verify.
- My decision
- I kept the assistant in the console and attached the source documentation.
- Tradeoff
- The first release answered documentation questions. Account-aware actions remained outside that scope.
- Shipped result
- We shipped a multilingual documentation assistant.
A question. An answer. Its sources.
Documentation Q&A
Recorded demo. Ask a question, expand the conversation and check the linked sources.
Keep the evidence attached
Exploring what comes next
From output to a table
Interaction exploration. Turn selected Cloud Shell output into a structured view.
From a question to a command
Interaction exploration. Choose a command-line or interface path.
