ItalyRetail and e-commerce2025 – ongoingComputer Gross
watsonx Assistant for B2B e-commerce quotes, orders and support
Computer Gross cut support tickets by 40% and lifted average order value by 25% with a conversational AI assistant
Problem
Computer Gross is an Italian IT distributor with more than 22,000 customers. Its resellers needed quotes, product searches and order updates at any hour, and support staff handled much of this by hand.
Approach
The company deployed IBM watsonx Assistant and linked it to its systems through GraphQL APIs. The assistant searches products around the clock, builds quotes, recommends products and reports on orders, returns and invoicing.
Results
Takeaway
Computer Gross tied the assistant to its order and quote systems, so it could complete tasks and not only answer questions. The reported gains showed up in sales figures as well as support load.
Categories
- Industry
- Retail and e-commerce
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Process innovationProduct and service innovation
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
IBM reports that Computer Gross added a watsonx Assistant to its B2B e-commerce platform for product search, quotes, recommendations and order updates. The page gives a 40% fall in support tickets, 25% higher average order value, 20% better quote-to-order conversion and 30% lower operational costs. It also cites a 35% rise in customer satisfaction.
Full details are in the original sources.
