OrchiServe CX reads emails, chats, and forms, classifies tickets, calls IBM watsonx Orchestrate to execute workflows, and keeps both customers and agents in sync — automatically.
Built for the IBM Agentic AI with watsonx Hackathon – focused on measurable impact: faster resolution, fewer escalations, and happier customers.
OrchiServe CX connects IBM watsonx, your ticketing system, and communication channels into one autonomous support layer.
Conversational AI (chat, email, voice) that understands intent, extracts entities, and maps queries to the right workflow using NLU + watsonx.ai.
OrchiServe CX auto-detects issues from unstructured messages and creates clean, structured tickets with summaries, priority, and tags — no manual typing.
Real-time tracking for each ticket: current stage, owner, SLA risk, and next action. Smart escalation rules keep critical cases on top.
Auto-generated FAQs, resolution suggestions, and trend analysis directly from historical tickets stored in Cloudant and other data sources.
A complete Agentic AI loop: Perception → Reasoning → Action → Feedback.
Emails, chat messages, and forms are ingested. NLU + watsonx.ai extract intent (refund, outage, upgrade), key entities (order ID, account ID), and urgency.
OrchiServe CX builds a mini plan: create/update ticket, call downstream APIs, notify humans, or escalate. IBM watsonx Orchestrate executes these steps as reusable flows.
Tickets and status are written to Cloudant. Users get live status updates, and the model learns from resolutions to improve future responses.
Clear mapping from hackathon requirements to actual components.
Used for summarizing tickets, generating replies, and reasoning over customer history and previous resolutions.
Central agent to coordinate flows: ticket creation, CRM updates, Slack/Teams notifications, and escalation logic.
Natural Language Understanding for intent/entity detection plus Speech-to-Text and Text-to-Speech for voice channels.
Persistent store for tickets, conversation summaries, and analytics. Acts as a single source of truth for reporting.
This front-end talks to your backend endpoints:
/test-text (text) and /process-voice (voice)
to trigger the full agentic pipeline.
Try: “I was charged twice for my subscription” or “Our production server is down, users can't login.”
No ticket yet. Send a message or voice query to generate one.
Every message runs through this agentic loop:
Steps light up for every conversation to show judges the end-to-end flow.
Want to see a full IBM watsonx + OrchiServe CX demo or discuss extensions for your stack?
Target outcomes you can highlight in your hackathon pitch.