Unkapt is an alternative lending, cross-border capital raising platform offering APAC small and lower middle market issuers (SMEs) the opportunity to use innovative financing to raise capital among a network of accredited investors.

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  Business challenge
  
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  Solution
  
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  Solution Components
  
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  Results
  

Business challenge

Unkapt was looking for a solution that could efficiently deal with incoming inquiries and provide accurate and immediate answers to the customers who are filling in a complex set of registration forms. The registration forms require a good understanding of financial literature and terminologies.

Unkapt wanted to simplify the customer onboarding process that could be implemented quickly and used to help customers in commonly asked questions while filling up the form.

Solution

Unkapt chose Nexright to implement IBM Watson enabled Chatbot solution to automate it™s platform support FAQ, by providing contextual answers to customer queries quickly, efficiently and round the clock.

Solution components

• IBM Bluemix
• IBM Watson Developer Cloud
• Conversation Service

Watson Conversation service

IBM Watson â„¢ Conversation service, that understands natural-language input and uses machine learning to respond to customers in a way that simulates a conversation between humans.

Product Q&A

A knowledge base driven FAQ solution allowing customers to easily ask questions and receive immediate answers without leaving the registration process.

Context Driven Solution

Chatbot understands the user context, for example what section of the form the user is filling in.

Result

• Reduce Customer support cost

Minimize dependency on higher cost support channels by letting Watson Chatbot handle customer queries.

• Improve User experience by simplifying customer onboarding

Self-service to deflect and resolve simple queries while allowing customer support to focus on more complex issues.

• Resolve customer concerns and scale the business globally with round the clock support

Real time support by solving the most common customer issues on the first touch.

Nexright’s IBM Watson enabled Chatbot solution simplified our customer onboarding journey with immediate answers to hundreds of frequently asked questions.

Yanese Chellapen, Director at Unkapt

A leading IT support services provider was struggling to handle rising ticket volumes, inconsistent issue resolution, and slow response times across its internal help desk. Agents were required to manually search through large repositories of documents, policies, and knowledge articles—resulting in operational inefficiencies and long wait times for users. By implementing IBM Watson Discovery, and partnering with Nexright, the organization deployed an intelligent AI-powered search and insights engine that could understand complex queries, surface relevant answers instantly, and reduce the need for manual document lookups. This transformation improved agent productivity, reduced ticket resolution time, and enabled more consistent responses for employees.

• 
  Business challenge
  
• 
  Solution
  
• 
  Solution Components
  
• 
  Results
  

Business challenge

The help desk team relied on traditional keyword-based search and outdated document navigation to find the right information. With increasing scale and complexity, this process became a major bottleneck.

Key Challenges:

• Slow ticket resolution due to time-consuming manual searches across thousands of documents.
• Inconsistent responses from help desk agents, leading to lower employee satisfaction.
• High support costs because of repetitive queries and limited automation.
• Lack of insight into common issues, trends, and knowledge gaps.
• Limited integration between disparate information repositories and tools.

The organization required a scalable, intelligent, and context-aware AI search solution that could help agents respond faster, improve accuracy, and automate common queries.

Solution

Partnering with Nexright, the company deployed IBM Watson Discovery as the core AI search and knowledge intelligence engine across its help desk ecosystem. Watson Discovery analyzed structured and unstructured data—including manuals, policies, troubleshooting guides, chat transcripts, and knowledge base articles—and made them instantly searchable using natural language.

Solution Highlights:

• AI-Powered Search Understanding
  Watson Discovery understood natural language queries and identified intent, context, and domain-specific terminology—surfacing the most relevant answers instantly.
• Unified Knowledge Access
  Consolidated thousands of internal documents into a single intelligent search platform, enabling agents to find accurate information without switching systems.
• Contextual Recommendations
  Provided personalized, context-relevant insights drawn from past tickets, historical documents, and support patterns.
• Automated Answer Generation
  Reduced repetitive queries by generating AI-powered responses for common issues, freeing agents to focus on higher-value work.

Integration with Help Desk Tools
Integrated seamlessly with ITSM platforms and internal support portals to streamline workflows and reduce friction for agents.

Solution components

• IBM Watson Discovery
• IBM Watsonx.ai (for LLM-powered enhancements)
• Nexright Implementation & Support Services

Advanced Natural Language Search

Understood complex queries and surfaced high-confidence answers from unstructured data—including PDFs, knowledge articles, contracts, and troubleshooting guides.

Automated Knowledge Extraction

Identified hidden insights, patterns, and trending issues across thousands of support tickets.

Scalable AI-Driven Knowledge Base

Continuously learned from new documents, support logs, and user queries to improve accuracy over time.

Result

• Improved agent productivity by 30%, reducing time spent searching for answers.
• Decreased first-time resolution (FTR) issues due to more accurate and consistent responses.
• Reduced overall ticket handling time by 25–40%, depending on issue complexity.
• Enhanced customer/employee satisfaction, with faster response times and fewer escalations.
• Lower operational costs by automating high-volume repetitive queries.

Watson Discovery has transformed the way our support team operates. By eliminating manual searches and enabling instant access to relevant knowledge, our agents resolve issues faster and more accurately. Nexright helped us deploy and optimize the solution flawlessly.

— Head of IT Support Operations, Global IT Services Provider