An Intellyx Brain Candy Brief
Ayehu is building an expert IT service desk brain in the cloud, drawing on opt-in data from millions of events, workflows and trouble tickets to inform itself how to automate customer and employee issue resolutions, either with or without a support team co-pilot.
The company named the agent version of their tech “Angie,” a virtual assistant that is leveraging underlying AI processing and inferences from IBM Watson, and NLP (natural language processing) for conversational problem solving from Alexa, the Amazon live chatbot.
Citing integrations with all leading ITSM and workflow platforms like ServiceNow, Salesforce, Remedy, etc., as well as connectors to virtually every other monitoring, messaging and security tool you can name in the enterprise IT Ops environment, Ayehu hopes to address the 80/20 rule of customer support costs and effort.
Indeed, if their Angie-bot will autonomously solve 80 percent of issue resolution as advertised, and help skilled agents solve the remaining 20 percent of difficult issues faster, while reporting cases back for machine learning from success and failure data, her inventors may have created the modern IT service desk’s new best friend.
©2019 Intellyx LLC. Intellyx advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. At the time of this writing, none of the organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at pr@intellyx.com.
