Abstract: An apparatus, system and method of providing an artificially intelligent (AI) agent capable of assisting information technology (IT) personnel in addressing an IT ticket. The AI agent may include a visualization interface for display capable of receiving dialog from the IT personnel related to the IT ticket; a translation module capable of translating the received dialog to at least one machine language translation; a solutions module capable of receiving the machine language translation, comparing the machine language to a plurality of prospective solutions for IT issues, and selecting a subset of the plurality of prospective solutions deemed most relevant to the IT ticket and returning that subset to the visualization interface; and a feedback module capable of receiving explicit and implied feedback from the IT personal regarding the machine language translation and the selected subset, wherein the selecting of the subset varies upon subsequent received dialog according to the feedback.

Abstract: A customer identifier is scanned using an electronic scanner at the customer service center. Based upon the scanned customer identifier, service information concerning the customer is retrieved from a database at a central processing center, and presented to a technician in order to allow the technician to assist the customer. A customer problem description is obtained from the customer. The customer problem description defines a problem of the customer in need of resolution. Upon receiving an electronic indication closing the case, at the central processing center automatically updates one or more analytics or metrics that are associated with the customer service center.