A managed services provider in London says its prototype ‘smart fern’ can identify user frustration, trigger a Teams alert, and suggest whether the caller needs a technician or simply a stronger cup of tea.
Product literature reviewed by Patch Panel UK says the device uses multimodal inference, root-cause analytics, and workspace sentiment monitoring to help service desks prioritise response queues.
Early pilot teams said the plant was most effective when placed between first-line support and service delivery managers, where shifts in leaf posture were said to align closely with backlog pressure and the approach of monthly reporting.
The company said it is now assessing whether the concept should remain a limited demonstrator or move into wider trials across customer support floors in the City and Canary Wharf.