IT infrastructure services provider Kyndryl has announced the availability of Kyndryl Interactive AI for Service Desk, an IT support service that combines artificial intelligence with human expertise to deliver a hyper-personalised interactive IT support experience.
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The service pairs advanced speech recognition and natural language processing technologies to recognise and understand rich conversation via contextually specific models with measurable business rules and dialogue management. This capability can help organisations improve their connected employees’ workplace experience while simplifying the implementation of conversational AI solutions.
The new service is designed to support employees through their preferred contact channel and in more than 15 languages, with more planned in the future. The service will use curated data insights to preempt content and guide direction naturally through AI and human intelligence to drive human-like conversations.
The service taps into AI models and Human Assisted Understanding technology from conversational AI solutions provider Interactions LLC. The solution leverages Interactions’ Intelligent Virtual Assistant to deliver AI capabilities that help understand multi-intent conversations.
HAU augments the AI to improve the user experience by reducing time and effort. It also utilises Task Orchestration, an Interactions IVA feature that engages digital agents combined with the IVA offering for a better response and faster resolution.
“These AI-enabled improvements enable customers to realise potential cost savings and greater insights that can lead to better business results and higher end-user satisfaction,” said Dennis Perpetua, Kyndryl vice president and distinguished engineer.
Kyndryl said the service can solve up to 70% of employee IT queries through digital channels. The solution can also help improve employee productivity through faster resolution of incidents and requests.
“We are excited to collaborate with Kyndryl to deliver the next-generation Service Desk experience to the world using the best of conversational AI and Human Assisted Understanding,” said Mike Iacobucci, chief executive officer of Interactions.
If direct human intervention is required during the IT support experience, a virtual IT concierge provides support via a virtual IT bar experience, extended through a security-enabled video channel. The employee can benefit from contextualised engagements with Kyndryl IT experts, conducted virtually. The service also enables remediation of issues through deep data insights, endpoint management and augmented reality capabilities, Kyndryl said.
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