IBM Case Study as appeared on IBM.com
Founded to tackle the growing problem of help desk staff inefficiency and overwork, CrushBank developed a solution that taps into the machine learning power of the IBM Watson® Discovery platform and uses AI to interpret unstructured data. The solution then presents it to IT support staff in a single-pane-of-glass view, helping them resolve problems faster.
Help desk agents—drowning in information
The help desk support technician who can quickly find answers and solve an IT application user’s problem is the unsung hero of any IT department or firm, especially for Managed Service Providers (MSPs). MSPs have been around for over two decades, ever since companies realized that it was more cost effective to focus on their core competencies and let someone else manage their IT. Often, the same help desk engineer at an MSP will be asked to troubleshoot multiple applications supporting vastly different customers in the course of a single shift. Yet, even when the help desk closes a ticket, about 50% of customers feel that their problem has not been resolved adequately.