What IBM Watson service should an IT helpdesk use to derive insights from free form comment texts?

The appropriate service for an IT helpdesk to derive insights from free-form comment texts is Discovery. This service is specifically designed to handle large amounts of unstructured data, like text comments. It provides capabilities to extract keywords and identify sentiments present in the comments, allowing the helpdesk to analyze and understand user feedback effectively.

Using Discovery, IT helpdesks can gain insights into common issues, areas for improvement, and overall customer satisfaction by analyzing patterns and trends in the comments. The service utilizes advanced natural language processing techniques to enhance its ability to understand context, relevance, and sentiment, making it a powerful tool for extracting actionable insights from free-form text data.

Other services may have useful features, but they do not fully match the specific needs of deriving insights from free-form text in the same comprehensive manner that Discovery does. For instance, Tone Analyzer focuses on evaluating emotions and tones in text but does not provide detailed analysis or keyword extraction. Personality Insights assesses user traits rather than analyzing the text data itself. Meanwhile, Natural Language Classifier is more concerned with categorizing concepts rather than extracting insights from the text comprehensively. Thus, Discovery stands out as the most suitable choice for this scenario.