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SESSION 105
Wednesday, May 10, 10:15am - 11:15am Track: Support Center Optimization
Level 0.5: AI and Automation in the Support Center Roy Atkinson Senior Writer/Analyst, HDI [email protected]
Session Description Level 0 support—unassisted support or customer self-service—has an adoption problem. Why? For starters, knowledge bases are written from the support perspective, not the customer perspective, making searches difficult. Oh, and often customers don't want to take the time to look things up. What if cognitive systems (think Siri) were there to assist? Between Level 0 and Level 1 (assisted support), there can be a new level—0.5—presenting cognitive systems or artificial intelligence to assist customers and users. Join this session and ride the wave of Level 0.5 support!
Speaker Background Roy Atkinson is HDIs senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. Roy is a current member of the HDI International Certification Standards Committee and a former member HDI Desktop Support Advisory Board; he also hosts the weekly #HDIchat and cohosts the popular #custserv (customer service) chat on Twitter. He holds HDI Support Center Manager and KCS Foundation certifications and is widely regarded as one of the industry’s top customer service experts. Roy studied advanced management strategy at Tulane University’s Freeman Graduate School of Business.
Session 105Level 0.5: A.I. and Automation in
the Support Center
Roy Atkinson
Sr. Writer/Analyst, HDI
About• 15 years experience as a practitioner
• White papers, SupportWorld articles, research
reports
• HDI and FUSION Conference Faculty
• Co-host: DevOps FUSION 2015
• DevOps Track Chair FUSION 2016, 2017
• Chapter Advisor - HDI Northern New England
• Advanced Management Strategy
Tulane University Freeman Graduate School of
Business
Twitter: @HDI_Analyst | @RoyAtkinson
Agenda
• What are we talking about?
• Why?
• How?
• When?
• Future possibilities
What are we talking about?
Definitions
Cognitive computing is the simulation of human thought processes in a computerized model. Cognitive computing involves self-learning systems that use data mining, pattern recognition and natural language processing to mimic the way the human brain works.
whatis.techtarget.com/definition/cognitive-computing
Definitions
Chatbot:
Short for chat robot, a computer program that simulates human conversation, or chat, through artificial intelligence. Typically, a chat bot will communicate with a real person, but applications are being developed in which two chat bots can communicate with each other.
www.webopedia.com
Why?
Tier 3
Tier 2Tier 1
Tier 0
Shift-Left
Level 0.5?
• Self-service/Unassisted support = Level 0
• Assisted support = Level 1 (and up)
• Therefore, Level 0.5 is something in between
What Problem Are We Solving?
Level 0 adoption rates tend to be low
• Built from the IT perspective
• Knowledge articles not in a form the customer likes
• Searchable, but not “findable”
A story
Why Use Cognitive Systems?
Because business in 2017 and beyond is Jeff Goldblum in Jurassic Park.
Must go faster!
How?
If we built it for the customer…
Help Me Find It
Search knowledge base
Go
Click to Chat
Speak to search
Text
Audio
Video
I prefer answers as
Tier 3
Tier 2Tier 1
Tier 0
Shift-Left
Tier 0.5
Search what, now?
• Your knowledge base
• Your ITSM tool
• Your CMDB
• Vendor knowledge base
• Google / BingFrom NetEye blog
What Else?• Utilizing intelligent scripts that gather information and facts from
the customer
• Using real-time contact analytics and artificial intelligence to make suggestions to the service representative about what to ask, say, or do while they are talking with the customer
• Automatically deliver conclusions about the data as well as suggest actions based on the data.
• Customize the service representative’s handling of a contact based on the customer’s last satisfaction survey
• Automatically identify return contacts on the same issue (FCR failures) for special handling
Doug Tanoury, Driving Automation in Technical Support Centers – ThinkHDI.com
When?
Our business is so data intensive and so rich with points at which you're making decisions where adding more intelligence to those decisions and refining them through more data and sophisticated algorithms has a lot of potential.
– Capital One CIO Rob Alexander
Now?
Yes, now if:
• You have repeatable procedures
• You have data sources to support them
• Your processes are integrated
• You can define workflows
Future Possibilities
Level 0.5 won’t be here for long
An Echo Dot on every desk?
Not for long.
Integrated Intelligence
• It’s not about devices
• It’s about integration
• “The network is the computer.” – John Gage
Are we doomed?
Summing Up
• Getting correct information in the hands of customers is a real need
• Modern business “must go faster”
• Data-driven decisions are more frequent and more complex
• Bots, A.I., and machine learning provide ways to move forward
• Level 0.5 is only the starting place
Contact me:
@RoyAtkinson | @HDI_Analyst
Thank you for attending this session.
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