AI, Tools & Automation
AI | Automation | Systems | Diagnostics | Monitoring | Reporting
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.
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?
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.
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).
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.
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).
The Digital Transformation of Support
The digital transformation of support is defined by an increased use of digital technologies to improve and extend core support processes and enable new service capabilities. Digital transformation includes human-assisted, self-assisted and fully automated support transactions. This article defines and introduces key characteristics of the digital transformation of support.
The Three Most Important Characteristics of a Support Web Site
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 three most important characteristics of a web support site.
Segment your Customers
Your customer base contains a diverse population of customers each with distinct needs and expectations. Implementing an effective service segmentation strategy will improve service sales, increase customer retention rates and create opportunities to offer new and expanded services. Here are tips for developing a service segmentation strategy.
6 Ways to Apply AI to Technical Support
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. This article introduces 6 ways to apply AI to technical support.
What Support Professionals Need to Know About AI in Support
Artificial Intelligence is not a silver bullet it is a tool. This tool however holds the key to fundamentally changing the way support is delivered. With the right application of AI fewer resources can handle more interactions and potentially in a more proactive and productive way. This article introduces the general concepts of Artificial Intelligence and presents ways that AI can be used within Support.
How IBM Support Uses Watson
The Service Innovation Series highlights examples of innovative approaches companies take to achieve service excellence. In this Service Innovation profile, we feature IBM’s use of its own Watson technologies as a platform to deliver a new approach to service delivery – Cognitive Support.
Read on to learn about IBM Cognitive Support.