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Conference Presentation

Automating Support Services with Intelligent RMA Experience

This report is for Field Services members only

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Intelligent RMA Experience (IRE) enables a seamless service experience for our customers and engineers. It’s built on a powerful AI/ML based prediction engine which reviews the customer problem description, system log files, field notices and leverages repair data to decide and automatically create an Return Materials Authorization (RMA) where needed with little to no-human intervention. IRE enables a closed loop feedback process which takes information from returned parts and drives continuous improvement in the decision algorithms. IRE drives automation through multiple manual processes, providing operational efficiency improvement for Cisco and Customers alike. A solution overview and benefits (internal & external) will also be discussed during this session.

Tracks: Field Services, Industrial Equipment, Interactive Breakout

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Publish Date: December 10, 2020

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Peg Rodarmel, SVP, Subscription Services, Infor

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