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Fujitsu adds cognitive technologies to service desk, will soon add voice recognition


Fujitsu has added cognitive technologies including artificial intelligence (AI) and voice biometrics to improve its next-generation Service Desk, the Social Command Center (SCC).

The end result is a more versatile, intelligent, user-centric model which combines multiple support channels to provide a consistent user experience.

The SCC is a centralized, modular and integrated part of Fujitsu’s Digital Workplace offerings, which helps simplify a wide range of user requests and needs.

Fujitsu’s solution leverages cloud-based technologies combined with advanced machine learning and predictive analytics to mitigate technology issues from impacting end users.

The solution features a virtual personal assistant that can be accessed from any device, providing natural language interaction through multiple contact channels.

Fujitsu Social Command Center aims to provide a simplified, personalized user experience to support an increasing range of requests as well as helping to solve common IT issues such as forgotten passwords through the use of automation, virtual agents and cognitive learning.

Initially, SCC is an intelligent portal which includes virtual agents available for text chat in 14 languages. Fujitsu said it will add voice recognition capabilities later this year.

User voice pattern recognition is already supported for scenarios where biometric verification is required in addition to single sign-on.

Based on Fujitsu’s estimates, SCC will be able to help organizations reduce the volume of calls answered by Service Desk operatives by 40 percent.

“With the Fujitsu Social Command Center, you chat with a virtual agent just as you would with a colleague. Virtual agents understand natural language requests, and therefore have the ability to book flights, make hotel reservations, track the progress of your requests and even fill in your timesheets,” said Conway Kosi, head of managed Infrastructure services at Fujitsu in the Europe, Middle East, India and Africa (EMEIA) region. “Our goal is that virtual agents will eventually pass the Turing test: most of the time, people won’t even realize they’re talking to a machine. And because we are automating a range of everyday support requests, live agents are able to act faster than ever in resolving more complex user support needs.”

Previously reported, Fujitsu signed an agreement in which it will resell ImageWare Systems’ key security solutions including enterprise mobile biometric user authentication as a service.

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