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.
As you’ve seen and heard at Elevate: AI, this is an exciting time in artificial intelligence – especially in terms of what it can do in business. As more and more enterprises are embarking on their AI journeys, one of the biggest challenges we’re seeing is making sense of the massive amounts of digitized data being produced every day. This is relevant to businesses of all sizes and from all sectors – and we in marketing are certainly no exception.
This week, Ethisphere Institute announced its 2019 list of the World’s Most Ethical Companies—and IBM is one of the few leading companies in the information and technology services category to receive the award. This recognition highlights companies like IBM, working with partners and clients to do the right thing, by operating with integrity every day.