Why the future of AI-powered customer interactions will be fueled by mainframe data

The effectiveness of artificial intelligence (AI) heavily relies on the quality of data it processes. Without real-time access to reliable data from modern mainframes optimized for AI, AI agents operate with significant gaps in knowledge, risking outdated or incomplete customer insights. This scenario can lead to erroneous conclusions and ineffective business strategies, ultimately resulting in missed opportunities. Unlocking genuine customer data allows AI to transition from being a mere experimental tool to a powerful driver of business growth. This capability powers enhanced strategies and personalized customer experiences, giving companies a competitive edge. AI agents have vast potential in automating various business processes, including responding to customer inquiries and analyzing both structured and unstructured data to uncover valuable insights. However, the full potential of reasoning and automation is often hindered by the data available to them. According to Gartner, by 2027, over 40% of AI projects focused on agentic capabilities may be terminated due to rising costs, unclear benefits, or insufficient risk management. The challenge may not solely lie in the algorithms or large language models but rather in the quality of data being utilized. In sectors such as banking, insurance, travel, and hospitality, critical insights—derived from real-time customer interactions, financial activities, and historical data—are frequently locked within mainframes. These systems manage approximately 70% of the world’s transactional workloads and have been designed to support advanced AI functions within routine processing. Yet, access to this data is often overlooked in AI strategies due to the complexities and costs associated with integration. Historically, accessing mainframe data has been a cumbersome, expensive, and slow process. Integration typically required middleware, APIs, or connectors, all of which come with high costs and potential compliance risks. However, the advent of Zero Copy technology is revolutionizing this scenario by enabling data sharing and utilization without the need for data relocation. Salesforce Agentforce customers leveraging IBM Z can now grant AI agents access to data seamlessly, without the burdensome costs of duplication. By utilizing IBM watsonx in conjunction with Salesforce Data 360, these agents can achieve a comprehensive, real-time view of the customer, enhancing both security and trust. When AI agents can effectively access mainframe data, the results can be transformative. They evolve from being mere assistants to capable autonomous entities that operate on accurate, real-time information with minimal human oversight. Gartner anticipates that by 2028, at least 15% of routine work decisions will be made autonomously by agentic AI, and one-third of enterprise software applications will integrate such capabilities. While not every AI application requires mainframe data, it becomes crucial for high-stakes and time-sensitive tasks. Organizations should consider whether their use cases could benefit from mainframe data and Zero Copy technology. For example, banks might utilize fraud detection signals during customer onboarding, while call centers could rapidly access loyalty information or service schedules. Airlines could streamline passenger communications during weather disruptions, minimizing wait times for customers. The benefits of integrating mainframe data are significant. Research from IBM indicates that organizations connecting their mainframe data are nearly 30% more likely to achieve substantial cost savings and improved accuracy in AI predictions. The success of agentic AI hinges on the data it can access; siloed data only leads to errors and lost opportunities. By enabling AI agents to tap into mainframe data through Salesforce Data 360’s Zero Copy integration, powered by IBM DataGate for watsonx, enterprises can facilitate quicker decisions and sharper insights, ultimately delivering tangible business value to enhance customer support. Explore how IBM can assist your organization in dismantling data silos to empower agentic AI.