EL SEGUNDO, Calif., Nov. 1, 2016 /PRNewswire/ -- Kaleo Software is excited to announce the availability of Kaleo for IT - allowing IT organizations to finally deliver on the promise of self-service with fast, bite-sized answers that customers will actually use. Using a unique combination of machine learning algorithms and natural language processing, Kaleo for IT extracts the valuable information locked in closed tickets, knowledge articles, run-books and more; evaluates it for call deflection potential, transforms it into usable questions and answers, and makes it available in your self-service portal of choice. Viacom has been using Kaleo for two years and experienced a significant impact immediately upon deployment. "Using Kaleo, we have been able to provide a ¿24/7 self-service experience to our SAP users and institutionalize our knowledge," said Lori Nicholson, Head of Global Business Services at Viacom, "this drove our support costs down by 70%. Our SAP users are happier and our support costs are lower - it's been a real win for the business." Kaleo is the first company to actually deliver on the promise of IT self-service, so businesses have happier customers and more efficient support teams," says Phil Hui-Bon-Hoa, CEO of Kaleo Software. "When a business person has an IT question, they don't want to search through SharePoint folders and long knowledge articles in hopes of finding a solution. They just want the answer - so they can get back to work". After analyzing millions of IT questions and answers across enterprise-class companies, Kaleo know what great answers look like and how to deliver them.