“You need some highly specialized triage models to accurately predict categorization and assignment fields for a small data set.”
—Mark Grimse, VP of IT
Rambus Inc. is a diversified technology company, founded in 1990, that creates innovative hardware, software, and services that drive technology advancements from the data center to the mobile edge. Their architecture licenses, IP cores, chips, software, and services span memory and interfaces, security, and emerging technologies to positively impact the modern world. Headquartered in Sunnyvale, California, Rambus has offices around the world, including a Global Services Desk located in Bangalore India. The company has an international workforce of about 900 employees.
Mark Grimse, VP of IT for Rambus, and his Global Services Desk (GSD) team faced an interesting challenge. “As the company transforms its product portfolio, IT has had to change what services it delivers, the method for delivering them and the speed at which it delivers,” says Grimse.
Grimse was looking for an immediate solution that would enable his team to meet an ambitious service-level agreement (SLA) that called for triaging new IT support tickets within 15 minutes. The solution had to show results quickly in an environment where nearly all employee-GSD interactions started with an email.
The GSD team's vision was to put in place the foundation for virtual agent technology and AI-powered issue resolution. The goals were to use machine learning-based triage to free agents from the repetitive task of routing tickets, and later to enable an AI-powered bot to make employee-agent interactions more efficient.