News and Updates

VMware Global Services chooses IBM Watson to improve customer service

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When technical issues arise, customers expect immediate results. Time is a factor, and it’s critical to locate the correct engineer to find the appropriate solution for your business need. At VMworld 2018 Europe, we are proud to announce that VMWare is integrating Watson across its support portals to transform customer support.

Using artificial intelligence capabilities from Watson Assistant and Watson Machine Learning, VMware clients needing technical support can get a better support experience, helping them rapidly go from case submission to technical solution.

Instead of static drop downs, VMware customers can leverage Watson to quickly and easily communicate with the portal in natural language. Watson will detect product type and version, analyze issues and match those issues with an expert engineer for faster resolution and a better customer experience.

For example, let’s say your business is having an issue updating your vSphere environment. To find an engineer to match with your case, you would enter MyVMware and immediately start explaining your issue. As you indicate key pieces of information pertaining to your issue, Watson works to identify what could be the cause. Instead of static drop downs, businesses needing technical support can simply communicate within the portal in natural language, as you would ask a question to another person.

Watson is improving the engineer’s experience as well. By understanding cases and logging similarities through learning more over time, Watson will provide engineers with a range of similar cases and their resolutions. This helps to ensure that engineers have all necessary information and background at their fingertips enabling them to resolve issues for clients faster.

IBM Watson and VMware remain committed to delivering new solutions and services to help enterprises advance their cloud journey. In fact, at VMWorld Europe 2018 this week, IBM is announcing new offerings to accelerate enterprise hybrid cloud adoption and help clients unlock new business value.

IBM Vice President, With Watson Strategic Partnerships

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