Combining elements of IBM's Project eLiza self-managing systems
technology and the vendor's e-sourcing initiative, IBM last week
unveiled call centre software with an emphasis on artificial
intelligence for Web-enabling IT customer help desks.
Big Blue's Virtual Help Desk software will be able to handle 20,000
users simultaneously, using automated diagnosis and repair
technology for managing calls via the Internet.
Its aim is to help businesses reduce phone enquiries and expenses
by directing users to interactive Web screens where their questions
can be answered electronically. If necessary, calls can also be
intelligently routed and escalated to a support expert.
A Web portal guides users through all stages, reducing the need for
help desk calls and on-site support by as much as 30%, officials
said.
"It's a really good concept and the more that you can do with the
Web in terms of allowing people to self-diagnose, the happier they
are. And it is a lot less expensive for the company providing the
service," said Lisa Stockberger, vice president of US call centre
consulting firm Vanguard Communications.
Some features of the help desk software include automated problem
diagnostics and support; remote printer configuration and software
rollback; and self-healing, in which a system can be reverted back
to its operative stance before the problem arose.
IBM Global Services intends to sell its Virtual Help Desk to large
enterprise customers as a turnkey system of subscription-based
hardware and software.