AI in IT: Improving the Support Experience with Artificial Intelligence

What happens when customers spend a long time waiting on the phone to get assistance? What about when they have to log into your helpdesk system and get updates on their tickets, enter notes or coordinate meeting times? Does that help your brand? These problems don’t end with customer inconvenience. The whole time your customers are waiting on hold (in spite of incredible hold music), your support reps are backed up with other calls and are not able to handle the load. Once the highly-trained technician is able to get on the phone, the customer has a simple question that could have been answered more efficiently, saving the service provider and the customer valuable time. Instead of forcing your customers to wait on the phone, what if they could contact…


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