IBM Research @ Insight 2015 - Insight 2015 - Cognitive Solutions for IT


Cognitive Solutions for IT and Technical Support

Nanda Kambhatla

We are at the threshold of a new era in computing as big data is transforming industries and cognitive computing is creating whole new opportunities for enhancing and scaling human expertise. IT and Technical Support is highly labor intensive, requiring human understanding and application of knowledge about infrastructure and applications specific issues. Users report problems that human agents triage and solve. Applying Cognitive Computing and advanced analytics, IT and Technical Support is being revolutionized. 

We are developing a suite of end-user and agent assist solutions that enable an effective and efficient resolution to infrastructure and application issues. These cognitive solutions learn about successful resolution of problems leveraging knowledge about previous such resolutions and can conversationally interact with users and agents to troubleshoot, diagnose and suggest resolutions to issues.