IBM’s Watson For Helpdesk Support

by Jhoney Parker A1 Call Center

How to make helpdesk more interactive and remunerative is a question that many business owners have in their minds; considering the huge impact of this process on various business operations, it sure holds a lot of importance when we talk about the success of a commercial organization. Helpdesk is where all the issues related to operations and consumers land. This is where organizations address and work on issues, which sure matters a lot because recognizing faults and getting rid of them is probably the only way to succeed. Helpdesk is a segment that ensures operational competency in an organization, dealing with glitches at different levels while offering a streamlined workflow that sure is important; irrespective of a business’s operational vertical.

In earlier times, the help desk support services simply comprised of phone numbers that became a medium of communication between the concerned department and the individual, who makes the query or files a complaint. This has changed over a period of time, with the advent of communication mediums like Email and live chat. Today, elements like chat support services have become an indispensable part of every commercial organization’s helpdesk. However, Watson is here to bring an evolution to the helpdesk of commercial organizations, operating across various verticals. Adding a cognitive feature that is basically artificial intelligence to the IBM’s help desk support services, the makers aim to offer a faster resolution of IT issues.

What Does Watson Offer?

Now a lot of people are still unaware what this new cognitive function can accomplish; if you too are one of them then here is what you need to know. The users can evidently chat with Watson without any major glitch due to its natural cognitive functioning and language processing capabilities. The helpdesk services offered with the aid of Watson will suggest solutions that will be entirely based on previous experiences and commands entered by the users. Watson’s intelligence will enhance with more interactions; as it will be subjected to different types of issues that surface in a commercial organization’s helpdesk, it will develop at numerous levels. IBM’s aim with this new innovation is to reduce the requirement of human support and deal with a variety of issues diligently. However, according to experts, replacing the human touch with an artificial intelligence is not a great idea. Watson sure is a groundbreaking development but how it will adjust to the requirements of peculiar helpdesks is what matters the most.

Herein, the author has defined Watson’s capability in the helpdesk support service domain.