AI help desks are set to trend at Knowledge18 conference

By: Herb Hernandez


Password resets and user ID lockouts represent a staggering 90 percent of IBM clients’ top help desk calls.1 It’s a problem best addressed by process changes, such as helping users remember their passwords and self-help tools. The promise of artificial intelligence is to automate Level 1 help desk tickets, so employees get assistance quicker and IT teams can focus on higher-level tasks.

AI help desks keep learning

It’s all about reinventing the workplace and how AI help desks powered by IBM Watson analytics enable a more intuitive end-user support experience. IBM Watson is constantly learning through interactions with users and IT teams.

Stop by IBM Booth #1008 to get help desk ideas for your enterprise and meet our digital workplace experts. Be sure to ask for a demo of IBM Workplace Support Services with Watson, which clients already use to help drastically reduce the stream of Level 1 service tickets and cut costs.

If you’re going to Knowledge18, don’t miss my colleague Arnab Ghose’s presentation — he’s one of the solution architects behind the IBM and ServiceNow alliance.

“IBM Watson employs a unique combination of AI services including natural language processing and machine learning, resulting in a very natural self-service experience,” says Ghose. “In effect, IBM Watson is enhancing your best customer service agents’ work.”

Follow me @HerbHernandez or @IBM_ITServices to hear about Knowledge18 related blogs and updates.

TheaterNow session

Transforming end-user support services with analytics and cognitive technologies

Arnab Ghose, Solution Architect, IBM and ServiceNow Alliance

Tuesday, May 8, 11:30-11:45 AM

Hear how IT managers in one enterprise implemented IBM Workplace Support Services with Watson integrated with the ServiceNow platform to provide a better end-user experience and help desk automation. We’ll examine implementation and the cost savings and productivity gains the company has realized. Be sure to catch the demo of this innovative service solution!

1. Based on IBM internal data.

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About The Author

Herb Hernandez

Global Product Marketing Leader, IBM Digital Workplace Services

Herb Hernandez is a marketing professional with over 25 years of experience across both services and hardware. In his current role, Herb leads a global marketing team supporting IBM Digital Workplace Services business. Herb has a BA in Psychology and Philosophy from Northwestern University and an MBA in Marketing and Organizational Behavior from the University... Read more