Skip to main content
ServiceXRG
  • Your Challenges
    • Overview
    • Self-Assessment
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
    • Resource Library
    • Blog
  • Member Login
ServiceXRG
  • Member Login
  • Self-Assessment
  • Let’s Talk
  • Your Challenges
    • Overview
    • Self-Assessment
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
    • Resource Library
    • Blog

Blog : 6 Ways to Apply AI to Technical Support

  • Previous Post
  • All Posts
  • Next Post

6 Ways to Apply AI to Technical Support

By Tom Sweeny October 27, 2020

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.

Four Imperatives to Scaling Support

Scaling Support Requires A Multifaceted Approach

In this whitepaper, we will:

  • Present the State of Support Issue Prevention and Self-Help
  • Introduce Four Imperatives for Scaling Support
  • Outline Key Metrics and Measures
Download Now

Build the Right Service Capabilities with the Framework for Service Success

The ServiceXRG Framework™ sets the standard for the core capabilities that successful service organizations use to achieve better business outcomes with service.

Our Solution
  • Previous Post
  • All Posts
  • Next Post

How Is Technology Helping You Deliver Support?

Take the Assessment

Subscribe for even more resources and the latest in your inbox.

"*" indicates required fields

Name*

By clicking the "Submit" button you accept and agree to be bound by the Terms of Use and Privacy Policy.

This field is for validation purposes and should be left unchanged.

Related Posts

  • 3.6.23 Read Time: 4 Mins

    Generative AI Applications for Customer Support

    Generative AI technology can create useful types of new content in audio, graphical, and text formats. With the right instructions and knowledge inputs it can write code, produce music, and …

  • 2.15.23 Read Time: 2 Mins

    What is the primary expected outcome of your service organization?

    Service teams are shifting their focus to the attainment of strategic outcomes.

  • 2.10.23 Read Time: 5 Mins

    Differences between Customer Support and Customer Success

    As we embrace Customer Success it is imperative that we have a shared understanding about what Customer Success is and is not.

ServiceXRG

© Service Excellence Research Group, LLC 2023. All Rights Reserved.

Website by Imagebox

Contact Info
  • Email: info@servicexrg.com
  • Phone: 800-475-0089
Quick Links
  • Your Challenges
    • Overview
    • Self-Assessment (Old)
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
  • Let’s Talk
Social Media
  • LinkedIn
  • Newsletter
  • Twitter