Wipro to transform Customer Service Desk at Nexenta using AI


Bangalore: Wipro today announced that it will implement a next generation customer helpdesk management solution, powered by its artificial intelligence (AI) platform – Wipro HOLMES for Nexenta, a global leader in Open Source-driven Software-Defined Storage (OpenSDS). Wipro will also implement a Service Bot Workbench for Nexenta’s internal Technical Team.

Wipro’s solution will automate the creation of service tickets using Natural Language Processing (NLP) technologies. It will auto categorize tickets using intelligent algorithms and help Nexenta resolve issues using intelligent virtual bots and scripts. This will enable faster resolution of service tickets, enhance the overall user experience and improve productivity.

K R Sanjiv, Chief Technology Officer, Wipro said, “Traditional IT systems are designed to solve problems that are precise and repetitive by nature. However, strong reasoning capabilities and the ability to contextualize will be key to enabling superior business outcomes in the future. We are confident of achieving this objective with the customer helpdesk management solution developed for Nexenta, powered by our AI platform – HOLMES.”

Wipro HOLMES, an outcome of four years of research and development and built on open source technologies, addresses key domains in cognitive computing. Software bots built on Wipro HOLMES platform can be used to automate industry specific business processes. Wipro HOLMES leverages semantics, machine learning, pattern recognition and knowledge modelling technologies to enable solutions that add valuable context, intelligence and automation to enterprises.

Tarkan Maner, Chairman & CEO, Nexenta said, “Wipro has been a customer, go-to-market partner as well as a key provider of engineering services for Nexenta’s Software-Defined Storage product portfolio. We are confident that the Wipro HOLMES AI platform will transform and automate and enable high levels of productivity”.

Kerala IT News