Sunday, June 23, 2024
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Kyndryl, the world’s largest IT infrastructure services provider, has introduced Kyndryl Interactive AI for Service Desk, a groundbreaking IT support service that integrates artificial intelligence (AI) with human expertise to deliver a highly personalized interactive IT support experience.

Kyndryl Interactive AI for Service Desk harnesses Advanced Speech Recognition (ASR) and Natural Language Processing (NLP) technologies to comprehend rich conversations through contextually specific models and measurable business rules. This innovative capability enhances the workplace experience for connected employees while streamlining the implementation of conversational AI solutions.

Designed to accommodate employees’ preferred contact channels and available in over 15 languages (with more to come), Kyndryl Interactive AI for Service Desk utilizes curated data insights to anticipate content and guide interactions naturally through a blend of AI and human intelligence. Leveraging leading AI models and Human Assisted Understanding (HAU) technology from conversational AI leader Interactions LLC, the solution ensures effective multi-intent conversations are understood with the trusted accuracy of a human.

By tapping into Interactions’ Intelligent Virtual Assistant (IVA) and HAU technology, Kyndryl Interactive AI for Service Desk can resolve up to 70% of employee IT queries through digital channels. This results in enhanced productivity as incidents and requests are resolved within minutes or hours, rather than days. Furthermore, the service is delivered in a security-rich environment optimized to gather insights for continuous improvement.

Dennis Perpetua, Kyndryl Vice President and Distinguished Engineer, emphasized the exceptional experiences and results delivered to customers through the combination of machine learning, AI, and human understanding. This approach not only drives potential cost savings but also fosters better business results and higher end-user satisfaction.

Mike Iacobucci, CEO of Interactions, expressed excitement about collaborating with Kyndryl to deliver the next-generation Service Desk experience. Leveraging the best of conversational AI and Human Assisted Understanding, this partnership aims to enhance user experiences while reducing costs.

In cases where direct human intervention is necessary, Kyndryl Interactive AI for Service Desk provides support through a virtual IT concierge via a security-enabled video channel. This ensures fully contextualized engagements with Kyndryl IT experts, allowing for remediation of complex issues through deep data insights, endpoint management, and augmented reality capabilities.

Kyndryl’s Interactive AI for Service Desk is governed through the Kyndryl Experience Management as a Service capability, ensuring an exceptional employee experience with frictionless hyper-personalized IT support. To assist customers in their IT Support Services transformation, Kyndryl Vital and Kyndryl Consult experts offer a range of advisory, implementation, and managed services, from co-creation and transformation to strategic consulting and ongoing IT support service.


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