IBM's Watson treats each user as a person not as a ticket. It continually learns about their individual devices, locations and applications, providing an actively personalized experience.
Users can get support for their devices whenever and however they need it. Support options span from live chat to self-service portals to walk-up "store-front" support.
Global support uses cloud-based services and tools such as live text chat, remote desktop takeover and automated password reset to actively engage users to deliver the optimal support experience.
By understanding ticketing history, drivers and metrics, we can better define patterns and envision ways to prevent tickets from happening.
The time to generate tickets is reduced, which increases the productivity of each agent. Unified Services Management (USM) tool manages the entire process in a single interface.
IBM provides 41 service delivery centers, supporting over 5 million seats worldwide.