6 Ways to Apply AI to Technical Support

by Oct 27, 2019

Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. AI is a critical catalyst that will help enable an inevitable Support transformation.

Many Support organizations want to be more customer-success focused, but few have the capacity to change.  To make this transition, Support resources need to focus on high value activities such as helping customers adopt and succeed with products and resolving new and challenging issues.

Consider the following scenarios for AI in Support:

1.  AI Enabled Self-Help

Known issues are resolved through intelligent automation that will match customer needs to available knowledge.  When new customer issues are identified they are flagged and prioritized based on need for addition to the knowledge base.

2.  Intelligent Resource Allocation

As customer issues are identified during a knowledge base search or new online ticket creation, issues will be triaged and directed to the most appropriate resource for resolution.

3.  Skills Enhancement

Intelligent monitoring of service interactions will result in recommendations for skills development for both customers and service staff.

4.  Relationship Development

Analysis of customer behaviors and sentiment will identify opportunities to sustain and enhance relationships.  Resources can be directed to head-off potential issues that will negatively affect relationships.  Targeted engagements will help to deliver value-added services to expand relationship value.

5.  Product Quality Improvements

Analysis of customer issues provides the foundation for prioritizing corrective actions and product enhancements.  Issues that otherwise may cause customers churn can be addressed before they defect.

6.  Proactive Issue Resolution

Deep data analytics will monitor product performance and usage telemetry to identify potential issues and apply corrective actions.

Login for Access

If you don’t have an account, create a free* membership.

Featured: AI – A Catalyst for Support Transformation

Support has relied on training, technology, and self-help to achieve efficiency gains, yet the potential of AI offers so much more. Through the introduction of intelligence afforded by AI-enabled systems, we are not just streamlining the way we provide Support, we introduce the means to fundamentally change the strategic role of Support. Learn how AI can transform technical support.

Login

*Membership level determines your access to ServiceXRG research and other member services. Paid memberships include access to research and playbooks. Free memberships include access to some reports and discounts to others. Please visit our membership page for a list of available membership programs.

Related Articles

Is Assisted Support Demand on the Rise – Shift Demand to Self-Help and Automation

If your support demand is on the rise and exceeds your current ability to handle it through assisted channels, let automation and self-help share the load. Whether you have well-established self-help capabilities and just need a tune up, or if you are about to launch a new initiative to introduce automation capabilities this article provides resources and insights to help.

read more

Chatbots for Technical Support – Are They Working (Survey)?

The ability to provide automated interaction with customers by chat has been available for years. The power and potential of today’s chatbots offers a wide array of customer service and technical support opportunities. For many companies the question is not if they should deploy chatbot automation for technical support, but rather, how to make chatbots successful. Do you use chatbots for technical support and are the successful?

read more

Self-Help and Automation – Risks and Rewards

Companies that apply self-service and support automation can yield significant benefits, but not without risks. This article examines the risk and rewards associated with Self-service and support automation initiatives.

read more

Digital Customer Experiences (dCX)

Many customer touchpoints with your company are conducted digitally through web self-service and automated tools. It is imperative to consider how customer experiences are impacted by services delivered through digital channels. This article introduces how to define and measure Digital Customer Experiences (dCX).

read more

Best Practices for Support Web Site Design

The primary objective of a support web site is to help customers find the information and resources they need quickly and intuitively. Well-designed support web sites encourage customers to invest their time to explore and discover the information they need. This article introduces the elements and practices for effective web support site design.

read more

CX Implications for the Digital Transformation of Support

Many customer touchpoints with your company are conducted digitally through web self-service and automated tools. It is imperative to consider how customer experiences are impacted by services delivered through digital channels. This article introduces how to define and measure Digital Customer Experiences (dCX).

read more

Pin It on Pinterest

Share This