Introducing Kyndryl

Today, organizations worldwide are engaged in individual and unique Digital Transformation journeys. The goal, always, is to differentiate the business and drive new value through better Customer and Employee Experiences.

But change at scale is hard and across industries, organizations face two common challenges:

  • Increasingly complex IT infrastructure
  • And a critical shortage of the technical expertise needed to support successful digital transformation (i.e., strategy, planning, execution and ongoing management).

That’s where Kyndryl comes in.

A $19B technology services company with 90,000 skilled practitioners, we design, build, manage and modernize the mission-critical systems that the world depends on every day.

For more than 30 years as part of the IBM business, customers have trusted us with their most vital systems. Market leaders – like BRF Global, SimCorp and Broadridge Financial – rely on us to help them navigate major technological change. And we’re a recognized leader by industry analysts, like Gartner, Forester and IDC.

Our purpose is accelerating your progress – and our specialty is innovation at scale.

We deliver by applying our intellectual property and Portfolio of more than 3,000 patents to simplify Complex Technology Environments. We bring together top engineering talent, operating models, and insights from IT patterns to allow our customers to minimize the risk and maximize the benefits of Digital Transformation. We also have the distinction of being the largest infrastructure implementation and managed services provider in the world.

As an independent company, Kyndryl will :

  • Have the flexibility to apply our expertise to more partner ecosystems to deliver better outcomes for our customers.
  • Expand investments in skills and innovation our customer need.
  • And become even more nimble and responsive by bringing our teams – and the decision-making authority – closer to our customers.

Kyndryl addresses both the skills and infrastructure challenges by providing the engineering talent, operating models, insights and scale for the instrumented IT environments our customers need to become digital businesses. With Kyndryl, customers can modernize and extend legacy IT, digitize the right processes and data, and actively pursue digitalization to achieve strategic objectives and enable better business outcomes.

That is made possible through an integrated solution portfolio – built on and differentiated by our mission-critical expertise, our applied data and IP, and our broad ecosystem – to help our customers reach their digital transformation goals:

  • Cloud services to help you simplify complex hybrid IT management for greater visibility, manageability and flexibility.
  • Core Enterprise and zCloud services to help you modernize and extend legacy IT to hybrid-cloud platforms for increased agility.
  • Digital workplace services to help you empower your employees to securely work across digital, physical and other environments.
  • Applications, Data & AI services to help you unlock the full potential of your ERP system on any cloud.
  • Security & Resiliency services to help you enable resilient models to mitigate risk and ensure business continuity.
  • Network & Edge services to help you prepare for the next wave of cloud with 5G-enabled edge and software-defined networking.

Kyndryl also offers advisory, implementation, and managed services across technology infrastructures that enables our customers to de-risk and realize the full value of their digital transformations. With greater freedom of action, Kyndryl extends these capabilities to an even broader ecosystem of technology providers – including hyperscalers, hybrid multi-cloud vendors, global systems integrators (GSIs), independent software vendors (ISVs) and more – to develop more services that are digitally consumable to new customers and markets.

In summary, at Kyndryl we have:

  • More than 30 years of designing, building and managing mission-critical IT environments for our customers.
  • Our 90,000+ thousand skilled professionals are proven in helping power vital technology systems across essential industries.
  • We are already empowering thousands of customers – including 75% of the Fortune 100 – to achieve their goals.
  • And we provide undisputed technology leadership in the market

How Conversational AI Can Enhance Customer Experience

Introduction

Any consumer-facing business centrepiece is the customer experience. Chatbots and virtual assistants have helped businesses enhance their Client Experience by making them more accessible and contactable, 24/7. Customers appreciate and even demand this availability, but organizations can employ Conversational AI for more than just availability.

The Customer Experience (CX) isn’t only about answering questions and interacting with consumers. A great deal of data has to be communicated and made consistent across various channels and brand-facing touchpoints. Deploying conversational AI chatbots is a typical approach for meeting all of the above-mentioned objectives.

Natural language processing (NLP), Automated Voice Recognition (ASR), Enhanced Dialogue Management, and Machine Learning (ML) are all transforming how people connect to and communicate with technology. Conversational AI and related technologies allow people to converse with robots in the same way they converse.

According to a survey published by Markets and Markets, the worldwide conversational AI industry is predicted to increase from $4.2 billion in 2019 to $15.7 billion by 2024. Over the past decade, AI has progressed to the point that apps may persuade people that they are conversing with another human or the Turing Test. Conversational AI is significant not just because of the “human” level of interactions but also because of the AI app’s capacity to make informed judgments based on the actionable insights it has garnered from data.

Enhancing Customer Experience with conversational AI.

Conversational AI and chatbots have been deployed by many companies as part of a business plan to enhance the customer experience.

HDFC Bank is arguably one of the first pioneers in the current banking scene, with a 25-year track record. HDFC Bank unveiled EVA, a chatbot that can answer client questions through the website, mobile app, Google Assistant, Amazon Alexa, and WhatsApp, to aid with round-the-clock customer support. EVA can handle 8,000 intents with over 85% accuracy after training using information from a static knowledge store. HDFC Bank’s EVA answers around 300,000 inquiries from people in 19 countries every day.

Conversational AI Enables Hyper-Personalization

Whether deployed as chatbots, speech bots, or intelligent self-help systems, conversational AI may take customized customer care to new heights by using the whole spectrum of contact center channels, including voice, messaging, chat, push notifications, and SMS. Consider a banking app that learns your routines and promises to take care of your everyday transactions. Alternatively, you might use a chatbot to get a tailored interest rate while browsing your bank’s website.

Furthermore, these AI-enhanced platforms, as well as real time decision-making and predictive analysis, enable them to take the “next best” step for each consumer based on the present interaction, purchase and browsing history, previous customer service questions, and demographics.

Conclusion

These technologies assist in extending business-customer relationships in new ways, but they are not intended to replace human-to-human engagement. They allow clients to contact a company anytime they need to, utilizing the same conversational technique whether they’re interacting with a human agent, an AI, or a hybrid of the two, in which workers and AI agents pass the service call off at separate moments. Customers will always expect less friction, more convenience, and quicker resolutions—and now is the moment for organizations to remain ahead of the curve by investigating what conversational AI can achieve.