Watson Cognitive Agent Powers IT Support in the Mobile Enterprise

By: Jean Sabbouh - Leave a comment


As the mobile enterprise evolves, so do user expectations about IT services and support. In today’s enterprise, end users accessing IT support often have to follow complex processes and search across multiple systems to find the information they need.

To simplify this process, it’s critical for mobile enterprises to offer IT help desks that provide a central location where employees, customers and vendors can go to get help, request a service and find information on mobility. Without a centralized system, it’s challenging for end users to access, maintain and analyze data.

Improving User Experience

IT support in mobile enterprises should leverage new ways to serve applications across the cloud and provide virtualization and mobility platforms to reduce end-point complexity. Additionally, businesses can improve user experience by leveraging more intelligent ways to offer services through improved search, personalized portals, biometrics, automation and analytics.

Users often will have multiple device types so that they can choose which device best suits the task at hand. IT support is thus faced with a set of difficult challenges to reduce costs while improving service levels. The need for increased investment has never been greater, as enterprises work diligently to keep pace with business and workplace demands.

Creating a Personalized Experience

The Watson Cognitive Agent can enable the enterprise service desk to support end users on any device, at any time and in any location. Through cognitive technology, Watson provides a personalized experience that improves from each user conversation. This personalized experience reduces downtime, improves productivity and enables better business results.

To engage the Watson Cognitive Agent, the end user clicks on a link to start a personalized chat. The user chat continues until the question is answered or the user requests a live agent. After the chat, the user is prompted to vote thumbs up or down to signal improvements that Watson can make. When the chat is complete, the cognitive agent will log a call record in the service desk application.

The Watson Cognitive Agent provides a self-service experience that reduces call volume and bridges the gap between enterprise user needs, the information stored in the service desk applications and the devices used to access it.

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About The Author

Jean Sabbouh

Architect, IBM

Jean Sabbouh is a Senior Enterprise Architect in the IBM Global Technology Services (GTS) Technology Innovation and Automation (TI&A) organization. His focus is integration of cognitive self-assist technology with existing automation technology. Jean has strong technical skills across the application and infrastructure delivery life-cycle using frameworks and methods such as Global Delivery Architecture framework, Agile,... Read More