Kyndryl launches AI tool for service desks

By Dylan Bushell-Embling
Monday, 03 June, 2024

Kyndryl launches AI tool for service desks

IT infrastructure service provider Kyndryl has launched a new dynamic IT support service that blends the best of AI and human expertise.

Kyndryl Interactive AI for Service Desk combines advanced speech recognition and natural language processing technologies to recognise and understand conversations using contextually specific models.

The tool has been designed to support employees through their preferred contact channel. It supports more than 15 languages, with more expected to be added.

The service taps into AI models and human assisted understanding technology developed by Interactions LLC and leverages the company’s intelligent virtual assistant technology to ensure multi-intent conversations can be understood at the accuracy of a human.

Kyndryl VP and Distinguished Engineer Dennis Perpetua said the technology is capable of solving up to 70% of employee IT queries through digital channels, ensuring requests can be resolved in minutes or hours rather than days.

“Through the combination of machine learning, AI and human understanding, we are delivering exceptional experiences and results to customers,” he said. “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.”

The tool is designed to be governed using Kyndryl’s Experience Management as a Service capability and can be implemented with the support of Kyndryl Vital and Kyndryl Consult experts if required.

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