 IT technical support exists to resolve client issues quickly and answer their questions. IBM technology support services agents do that for enterprise clients around the world over five million times a year. It requires them to master a complex process of knowing where to look for the answer, a labor-intensive and time-consuming undertaking. The majority of knowledge content is stored as unstructured text, and finding the answer quickly can be time-consuming and susceptible to error. What if a technology support service agent could simply ask a cognitive engine and provide a client with the answer instantly? By harnessing the cognitive computing capabilities of Watson, agents receive a set of answers ranked by how confident Watson is, instantaneously. What does Watson know? Technical data on hundreds of models of IBM hardware and components that make up IBM power systems, System X and System Storage have been collected and consumed into the Watson corpus. IBM's TSS provides support for over 30,000 IBM and non-IBM products. With Agent Assist powered by Watson, TSS engages Watson, cognitive computing, to diagnose service requests and identify the best resolution. Agent Assist not only ranks the answers by confidence percentage, it also highlights the appropriate section in large documents. The client benefits of Agent Assist have been significant, including decreased call duration, optimized part usage, reduced time to resolution and system downtime, fixing it right the first time and reduced onsite service calls. In fact, Agent Assist has helped reduce problem determination time by up to 37%. Agent Assist enables agents to provide the best answer quickly while learning from the process as the agent helps to train the system. Speed, accuracy and cost savings aren't the only breakthroughs Watson provides. The ability to understand, reason and learn allows Watson to spot connections and patterns in new ways, weighing information from many different sources and offering rationale for its conclusions. IBM is utilizing Watson, analytics and advanced automation to transform the way we do business.