98. IBM & AI: Redesigning Support for the Future

In this episode of TECHtonic, host Thomas Lah, sits down with IBM Fellow Bala Rajaraman to explore the revolutionary role of AI in enterprise support services. From IBM’s early AI milestones—beating world chess champion Garry Kasparov in 1997 and winning Jeopardy! in 2011—to today’s cloud-based AI models optimizing business workflows, IBM remains at the forefront of AI innovation.Bala dives deep into how AI is reshaping support organizations, addressing customer experience, cost efficiency, and the evolving role of support engineers. They discuss AI-powered sentiment analysis, predictive insights, self-service solutions, and the growing need for AI-driven operational efficiency. With AI rapidly integrating into every process, businesses must navigate the balance between digital agents and human expertise while ensuring a seamless, high-value support experience.Are you leveraging AI capabilities to redefine support?