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Conference Presentation

Building a Solid Business Case for Investing in AI for Customer Support

This report is for Support Services members only

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Companies with a proactive AI adoption strategy for their support experience stand to gain a significant competitive advantage. With many agents now working remotely, and customers’ expectations for personalization at an all-time high, investing in AI-powered technologies to provide effortless support is a necessity to compete in the 2021 economy. In this session, we’ll walk you through the measurable benefits of investing in content findability, and AI-driven personalization both for support agents and customers. You’ll get a step-by-step approach to building a persuasive business case for modernizing your support experiences, with a solid ROI framework to get your executive buy-in.
You’ll learn:

  • The tangible benefits that AI-powered search can have on your customer and agent experiences
  • The metrics that really matter, and how to look at them in a holistic way to understand the trends happening in your digital and assisted support channels
  • Effective methods to boost and measure case deflection

Tracks: Customer Success, Support Services, Technology Solution Session

Presented By:

Publish Date: December 10, 2020

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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