United StatesTechnology and telecom2023 – ongoingIBM
AskIT virtual assistant for employee IT support
IBM's AskIT assistant resolved more than 75% of employee IT tickets without a human agent
Problem
IBM receives about 785,000 IT support tickets a year from its employees. Many concerned common issues that agents had to handle one by one.
Approach
IBM analyzed more than 300,000 past support tickets and built AskIT on watsonx Assistant. It covers more than 200 common support topics in more than 40 languages. IBM planned to add large language models from watsonx.ai for cases where the assistant cannot work out what the user wants.
Results
Takeaway
Mining past tickets to pick the most frequent issues gave the assistant a clear scope. It could then settle most requests itself.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- IT and R&DCustomer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Vendor case study
Sources
Source summaries
IBM describes how its own CIO organization built the AskIT assistant from analysis of past support tickets. It reports that the assistant handled more than 75% of tickets. A generative AI extension was still in development.
Full details are in the original sources.