An American Bank holding company had an outsourced Help Desk that was “broken” because they could not physically answer all of the calls they were getting. Mr. Anderson proposed and worked with Bank technology leadership to develop a solution and a business case that would transform IT Support to be more of an enabler for their core business with the goals of driving calls to chats. Mr. Anderson proposed a Cloud-based Managed Watson Chat Service integrated to the Bank’s ServiceNow infrastructure to provide cognitive IT Support to end users anytime and anywhere.
The customer solution story was one of the top events at IBM’s THINK 2020 virtual conference driving the attendance of over 3,000 of IBM’s customers.
Jeff Anderson 