# Building trust in AI assistance

[View the visual case study](https://joshdunne.design/work/ibm-ai-assistant)

An assistant inside the cloud console, with sources attached to its answers.

IBM Cloud · 2023 to 2024

Role: Lead Product Designer

Team: 1 researcher and 1 development team

Duration: 10 months

Scope: Discovery to shipped v1

![IBM Cloud AI Assistant open inside the cloud console](https://joshdunne.design/_next/static/media/console-assistant.6b57d484.webp)

The assistant is available inside the IBM Cloud console.

## Outcomes

8s Average answer time. Down from 15 minutes with a person

1,200 Questions answered daily. From no AI answer capability

$1.2M Saved every year. Support burden removed

+18.8% CSAT lift. From 3.2 to 3.8 out of 5

## Answers people can check.

Problem: People needed faster answers they could verify.

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.

[Watch video (0:36)](https://joshdunne.design/media/case-studies/ibm-ai-assistant/documentation-qa-v1.mp4)

![Documentation Q&A](https://joshdunne.design/_next/static/media/documentation-qa-v1.33c0d459.webp)

Recorded demo. Ask a question, expand the conversation and check the linked sources.

## Keep the evidence attached

Documentation links give people a way to check the answer.

![Documentation links give people a way to check the answer.](https://joshdunne.design/_next/static/media/answer-with-citations.7f0ccb46.webp)

Documentation links give people a way to check the answer.

## Exploring what comes next

### From output to a table

Interaction exploration. Turn selected Cloud Shell output into a structured view.

[Watch video (0:13)](https://joshdunne.design/media/case-studies/ibm-ai-assistant/visualize-answer-v1.mp4)

![From output to a table](https://joshdunne.design/_next/static/media/visualize-answer-v1.d7f29be0.webp)

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.

[Watch video (0:11)](https://joshdunne.design/media/case-studies/ibm-ai-assistant/code-lookup-v1.mp4)

![From a question to a command](https://joshdunne.design/_next/static/media/code-lookup-v1.67344a44.webp)

Interaction exploration. Choose a command-line or interface path.