Help Desk Administration

Watson Comes to the Help Desk

Is there anything that Watson can’t do? The supercomputer is now headed to the help desk. IBM’s new Workplace Support Service with Watson adds cognitive capabilities and analytics to help speed IT support time for businesses.

Conner Forrest writes, “IBM is working to bring its cognitive computing product Watson to the helpdesk to improve the speed of tech support, the company announced in a press release on Friday.

“The service will integrate the cognitive features of Watson with some of IBM’s helpdesk services and additional analytics tools, the release said. The new product’s official name is IBM’s Workplace Support Service with Watson, and it will offer support any time of the day to workers on any device.

“The service will bring ‘faster resolution of IT issues,’ according to the release, and it will be handling the ‘majority of support tickets’ sent to the helpdesk. One of the key factors of the service will be the integration of automation, which will enable it to handle more IT problems.

“‘We need a system that can understand and communicate in a natural language conversation, one that solves problems and continues to learn while engaging with employees,’ said Richard Esposito, general manager of GTS Mobility Services at IBM, in the release. ‘Our Workplace Support Services with Watson delivers this value.’

“The solution will be offered at a set price, the release noted, and will help personalize the helpdesk experience for all employees, even those who are more tech-savvy. The new service will also be able to support a mobile-centric IT environment as well.”

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