IT infrastructure services provider Kyndryl has launched IT support service Kyndryl Interactive AI for Service Desk.
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The company said the solution blends AI with human expertise to deliver a hyper-personalised interactive IT support experience.
It uses advanced speech recognition and natural language processing to understand conversation via contextually specific models with measurable business rules and dialogue management.
Kyndryl claims this capability can help customers improve their employees’ workplace experience while simplifying the implementation of conversational AI solutions.
Kyndryl Interactive AI uses curated data insights to pre-empt content and guide direction naturally through AI and human intelligence to drive human-like conversations.
It uses AI models and human assisted understanding technology from conversational AI provider Interactions LLC.
Kyndryl claims the solution can solve up to 70 percent of employee IT queries through digital channels.
“Through the combination of machine learning, AI and human understanding, we are delivering exceptional experiences and results to customers,” said Dennis Perpetua, Kyndryl VP and distinguished engineer.
“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.”
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.
“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. Kyndryl’s scale and experience combined with Interactions’ proven performance in AI is sure to bring a better user experience while reducing cost,” remarked Mike Iacobucci, CEO of Interactions.
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