Kyndryl Interactive AI for Service Desk solution blends AI with human expertise

Kyndryl, one of the world’s largest IT infrastructure services providers, is releasing the Kyndryl Interactive AI for Service Desk, an IT support service that blends artificial intelligence (AI) with human expertise to provide a hyper-personalized IT support experience.

“Through the combination of machine learning, AI, and human understanding, we are delivering exceptional experiences and results to customers,” said Dennis Perpetua, Kyndryl vice president and distinguished engineer. “These AI-enabled improvements enable customers to realize potential cost savings and greater insights that can lead to better business results and higher end-user satisfaction.”

Kyndryl lnteractive AI for Service Desk pairs Advanced Speech Recognition (ASR) and Natural Language Processing (NLP) technologies to recognize and understand rich conversation via contextually specific models with measurable business rules and dialog management.

This capability can help customers improve their connected employees’ workplace experience while simplifying the implementation of conversational AI solutions, according to the company.

Designed to support employees through their preferred contact channel and in more than 15 languages, with more to come, the new Kyndryl Interactive AI for Service Desk will use curated data insights to preempt content and guide direction naturally through AI and human intelligence to drive human-like conversations.

Kyndryl Interactive AI for Service Desk taps into leading AI models and Human Assisted Understanding (HAU) technology from conversational AI leader Interactions LLC. The solution leverages Interactions’ Intelligent Virtual Assistant (IVA) to deliver AI capabilities that ensure effective multi-intent conversations are understood, with the trusted accuracy of a human.

HAU augments the AI to improve the user experience by reducing time and effort. It also utilizes Task Orchestration, an Interactions IVA feature that engages digital agents combined with the IVA offering for a better response and faster resolution.

According to Kyndryl, the solution also can advance employee productivity improvements through incidents and requests being resolved in minutes or hours, not days. Additionally, services are delivered in a security-rich environment, optimized to gather insights with native cadence to deliver continuous improvements.

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.

The Kyndryl Interactive AI for Service Desk technology and methodologies are governed through Kyndryl Experience Management as a Service capability to deliver an exceptional employee experience with frictionless hyper-personalized IT support.

For more information about this news, visit www.kyndryl.com.