The Chapter held it's inaugural event on 13th June 2019. We are excited to announce that Dr. Gargi B. Dasgupta featured as the chief guest for this event.
Cognitive Technical Support
Scientists are working on using cognitive technologies for creating an improved technical support experience. Technical support is a hard task and companies offering support often face criticism. This is because (a) the domain is vast and complex given the number of different types and configurations of technical products that exist in the market today and (b) often times technical support services are scripted and follow a pattern without contextualizing the problem or the user.
Smarter tech support operations can be created by incorporating analytics and cognitive technologies into solutions that can learn what is important, contextually, and take the right actions on behalf of the user – sometimes before the user even realizes an issue has occurred. The right set of actions is very important for creating the support experience. Often times automated technologies have shallow understanding of the customer’s intent and may ask you to perform the same set of actions without understanding the skill of the customer (i.e. if she has already tried some of these things) or if she has been there before with the same complaint.
We at IBM Research are working on how to design the workplace of the future while embracing emerging new cognitive and analytic capabilities that are built using machine learning, natural language processing, semantic ontologies and knowledge modeling techniques.
Dr. Gargi B. Dasgupta is the Director of IBM Research India and the CTO of IBM India and South Asia. In her current role, she is responsible for leading and contributing to innovations in the area of IT operational analytics - with an emphasis on cognitive solutions for optimization of IT infrastructure. Her work is aligned to IBM’s services business for ensuring high quality of work and productivity while being operationally efficient, as well as with IBM Middleware and Cloud. Her work has led to numerous patent disclosures and publications in premier journals and conferences, while influencing key IBM products and services. She joined IBM in August 2004 after receiving her Ph.D. in Computer Science from the University of Maryland Baltimore County. Her thesis addressed efficient resource management techniques in IP networks. Her broader technical interests cover distributed systems, and Quality-of-Service aspects in large-scale distributed systems - with specific contributions to power and energy efficient data center management and cloud computing infrastructures. As a researcher, she continues to collaborate with leading academic institutions as well as the IBM worldwide labs. She is also serving as the IRL co-chair for Service Science and is the Diversity leader at IBM Research India dedicated to promoting women in STEM.
- Significant contributions in the areas of service delivery analytics and datacenter infrastructure optimization.
- Advising graduate students, and serving on organizing/program committees of internationally reputed conferences.
- 50+ quality publications in top conferences and journals and patents filed/granted with US Patent Office.
- Professionally active in academic collaborations, technology researcher, team lead and mentor.
Keep watching this space for more info. Apply for Activity Co-ordinator here.