IBM offers Watson to run your IT helpdesk

AI system will offer an automated helpdesk that understands how tech savvy callers are

One of the problems with tech helpdesks is that the humans on the other end of the phone need to take breaks, sleep and expect to be paid.

IBM's Watson could offer an alternative, letting you call bots for help instead of humans.

The company said the AI system could support users on any device, at any time and in any location, more quickly than human counterparts. Plus, as the system uses machine learning, it will get better over time, the company claimed, and because it's scalable, there'll always be someone there to pick up even if there's a sudden flood of problems.

One key selling point, according to IBM, is Watson's personalised service that varies depending on the technical savvy of staff calling the helpdesk.

Advertisement - Article continues below
Advertisement - Article continues below

For problems Watson can't handle, the system will pass callers over to a human expert. "If Watson has not been trained to answer for a specific problem, the individual can be seamlessly transferred to a human service agent," IBM explained.

"Today, governments and enterprises need to provide an effective set of capabilities to their workforce, so that their employees can deliver a superior interaction and experience for their citizens and consumers," said Richard Esposito, general manager, GTS Mobility Services at IBM, in a statement.

"We need a system that can understand and communicate in a natural language conversation, one that solves problems and continues to learn while engaging with employees. Our Workplace Support Services with Watson delivers this value."

None of that will help assuage concerns that artificial intelligence and bots are coming for our jobs, with as many as 30% at risk by 2030, reports suggest. 

Watson's AI skills have previously been tapped for a variety of tasks, including fighting cybercrime, helping patients in hospitals, and driving a bus around Washington - as well as, famously, winning at US game show Jeopardy.

Featured Resources

What you need to know about migrating to SAP S/4HANA

Factors to assess how and when to begin migration

Download now

Your enterprise cloud solutions guide

Infrastructure designed to meet your company's IT needs for next-generation cloud applications

Download now

Testing for compliance just became easier

How you can use technology to ensure compliance in your organisation

Download now

Best practices for implementing security awareness training

How to develop a security awareness programme that will actually change behaviour

Download now



Toyota, NVIDIA partner on self-driving cars

20 Mar 2019

Most Popular

Microsoft Windows

What to do if you're still running Windows 7

14 Jan 2020
operating systems

17 Windows 10 problems - and how to fix them

13 Jan 2020
data governance

Brexit security talks under threat after UK accused of illegally copying Schengen data

10 Jan 2020

Dell XPS 13 (New 9300) hands-on review: Chasing perfection

14 Jan 2020