IBM Systems magazine, Mainframe - September/October 2019 - 46

TE C H BITS

John C. Shebey III // Senior software engineer in z/OS Support

ASK
THE
EXPERT

Q: What's new in IBM Support?

I

BM Support is undergoing a
ent experience. Watson helps climajor transformation, both
ents search through an extensive
on the client side and on
knowledge base to quickly
the agent side, to provide
find the most relevant
a more seamless and
content and solutions.
improved client support
Clients can even
Learn what else
experience.
converse with the Watis new in
The new IBM Sup%! Ã#Ä&Æ!&Ã&!Ã&$1Ã&!îà ÈÃ
IBM Support at
ibm.co/2EXrtxD
port Portal leverages
a solution to their issue.
the deep knowledge and
If the Chatbot is unable to
cognitive capabilities of
resolve the problem, it gives the
IBM Watson* to promote self-help
client an opportunity to chat with a
and to enable a more efficient clilive agent (if available), or it helps

HAVE A QUESTION FOR AN IBM Z EXPERT?
Email it to Managing Editor Keelia Estrada Moeller at
kmoeller@msptechmedia.com.

46 | SEPTEMBER/OCTOBER 2019 IBMSYSTEMSMAG.COM

the client open a case, copying
the relevant information from the
Chatbot into the case.
When opening a case, a
Watson-based question assistant
helps guide the client in providing
the right details about the problem. Not only can these detailed
problem descriptions save backand-forth dialogue between the
client and the agent, but they can
also be used by Watson as part of
its cognitive routing capability to
route the case to the right product
Ä$ÉÄNÃ4É%ÉÃÆÉ É®Ã&%ÃÉ"ÃÉ0"ÉÈ&ÉÃ
problem resolution.
On the agent side, IBM Support
is migrating from a legacy-based
system to the Watson-based Cognitive Support Platform (CSP). CSP
takes advantage of Watson to help
arm agents with knowledge content
(both internal and external) that's
relevant to the reported issue,
Ä!) Ã&ÉÃ&!Ã!$ÉÃÉ®ÃÇÉ &1Ã
solve the case.
CSP also uses Watson insights
to provide agents with a prioritized
view of cases, so that agents don't
have to spend time reading through
all of the cases to determine which
case to work on next. This helps optimize the agent's time and ensures
that the most critical cases get the
most immediate attention. Agents
can even exploit CSP's cognitive assignment functionality, which analyzes details provided in cases and
assigns cases to the agents with the
most expertise in that area. The
Watson Language Translator is also
integrated within CSP and helps
facilitate the language translation
of textual case updates.
John C. Shebey III is an IBM
senior software engineer who leads
the z/OS UNIX Support team and is
a z/OS System SME.


http://ibm.co/2EXrtxD http://www.IBMSYSTEMSMAG.COM

IBM Systems magazine, Mainframe - September/October 2019

Table of Contents for the Digital Edition of IBM Systems magazine, Mainframe - September/October 2019

Table of Contents
Editor's Desk: The times, they are a-changin'
Currents: Combatting ocean pollution with blockchain
Currents: Japan's Fukui Bank transforms business and migrates to IBM Cloud
Currents: On the web
Currents: z/OS Container Extensions frequently asked questions
Currents: 'Mainframe Mike" The Game' teaches children about IBM Z
Currents: (Re)Designed to deliver
Currents: Solutions
Currents: Blockchain could improve vaccine supply chains and medical record tracking
Partner POV: Cultivate the right IT skillset to increase customer centricity
Cover Story: Innovation in Financial Services: IBM Z and LinuxONE underpin fintech efforts
Feature 1: An Agile Approach to Your Multicloud Strategy: 5 insights to consider for a successful cloud-native development experience
Feature 2: Opening the World: Open-source models enhance security, heighten control, lower costs and enable collaboration
TECH Showcase: New workloads demand extraordinary storage performance, reliability and manageability
Techbits: COBOL celebrates 60 years
Techbits: Tailored Fit Pricing for IBM Z unlocks the full power of the platform
Techbits: Ask the expert: IBM Support
Beyond the Box: IBMer Peter Relson photographs wildlife in its natural habitat
Reference Point - Global Events, Education, Resources for Power Systems
2019 Mainframe Solutions Edition Product Index
IBM Systems magazine, Mainframe - September/October 2019 - Intro
IBM Systems magazine, Mainframe - September/October 2019 - Cover1
IBM Systems magazine, Mainframe - September/October 2019 - Cover2
IBM Systems magazine, Mainframe - September/October 2019 - 1
IBM Systems magazine, Mainframe - September/October 2019 - 2
IBM Systems magazine, Mainframe - September/October 2019 - 3
IBM Systems magazine, Mainframe - September/October 2019 - Table of Contents
IBM Systems magazine, Mainframe - September/October 2019 - 5
IBM Systems magazine, Mainframe - September/October 2019 - Editor's Desk: The times, they are a-changin'
IBM Systems magazine, Mainframe - September/October 2019 - 7
IBM Systems magazine, Mainframe - September/October 2019 - Currents: Japan's Fukui Bank transforms business and migrates to IBM Cloud
IBM Systems magazine, Mainframe - September/October 2019 - Currents: z/OS Container Extensions frequently asked questions
IBM Systems magazine, Mainframe - September/October 2019 - Currents: Solutions
IBM Systems magazine, Mainframe - September/October 2019 - 11
IBM Systems magazine, Mainframe - September/October 2019 - Currents: Blockchain could improve vaccine supply chains and medical record tracking
IBM Systems magazine, Mainframe - September/October 2019 - 13
IBM Systems magazine, Mainframe - September/October 2019 - 14
IBM Systems magazine, Mainframe - September/October 2019 - 15
IBM Systems magazine, Mainframe - September/October 2019 - Partner POV: Cultivate the right IT skillset to increase customer centricity
IBM Systems magazine, Mainframe - September/October 2019 - 17
IBM Systems magazine, Mainframe - September/October 2019 - Cover Story: Innovation in Financial Services: IBM Z and LinuxONE underpin fintech efforts
IBM Systems magazine, Mainframe - September/October 2019 - 19
IBM Systems magazine, Mainframe - September/October 2019 - 20
IBM Systems magazine, Mainframe - September/October 2019 - 21
IBM Systems magazine, Mainframe - September/October 2019 - 22
IBM Systems magazine, Mainframe - September/October 2019 - 23
IBM Systems magazine, Mainframe - September/October 2019 - Feature 1: An Agile Approach to Your Multicloud Strategy: 5 insights to consider for a successful cloud-native development experience
IBM Systems magazine, Mainframe - September/October 2019 - 25
IBM Systems magazine, Mainframe - September/October 2019 - 26
IBM Systems magazine, Mainframe - September/October 2019 - 27
IBM Systems magazine, Mainframe - September/October 2019 - 28
IBM Systems magazine, Mainframe - September/October 2019 - 29
IBM Systems magazine, Mainframe - September/October 2019 - Feature 2: Opening the World: Open-source models enhance security, heighten control, lower costs and enable collaboration
IBM Systems magazine, Mainframe - September/October 2019 - 31
IBM Systems magazine, Mainframe - September/October 2019 - 32
IBM Systems magazine, Mainframe - September/October 2019 - 33
IBM Systems magazine, Mainframe - September/October 2019 - 34
IBM Systems magazine, Mainframe - September/October 2019 - 35
IBM Systems magazine, Mainframe - September/October 2019 - 36
IBM Systems magazine, Mainframe - September/October 2019 - TECH Showcase: New workloads demand extraordinary storage performance, reliability and manageability
IBM Systems magazine, Mainframe - September/October 2019 - 38
IBM Systems magazine, Mainframe - September/October 2019 - 39
IBM Systems magazine, Mainframe - September/October 2019 - 40
IBM Systems magazine, Mainframe - September/October 2019 - 41
IBM Systems magazine, Mainframe - September/October 2019 - Techbits: COBOL celebrates 60 years
IBM Systems magazine, Mainframe - September/October 2019 - Techbits: Tailored Fit Pricing for IBM Z unlocks the full power of the platform
IBM Systems magazine, Mainframe - September/October 2019 - 44
IBM Systems magazine, Mainframe - September/October 2019 - 45
IBM Systems magazine, Mainframe - September/October 2019 - Techbits: Ask the expert: IBM Support
IBM Systems magazine, Mainframe - September/October 2019 - 47
IBM Systems magazine, Mainframe - September/October 2019 - Beyond the Box: IBMer Peter Relson photographs wildlife in its natural habitat
IBM Systems magazine, Mainframe - September/October 2019 - Cover3
IBM Systems magazine, Mainframe - September/October 2019 - Cover4
IBM Systems magazine, Mainframe - September/October 2019 - Reference Point - Global Events, Education, Resources for Power Systems
IBM Systems magazine, Mainframe - September/October 2019 - 2019 Mainframe Solutions Edition Product Index
IBM Systems magazine, Mainframe - September/October 2019 - SE2
IBM Systems magazine, Mainframe - September/October 2019 - SE3
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