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Conference Presentation

Proactive Support

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During this 60-minute Short Burst Breakout session you will hear the following two presentations:   

Become a Trusted Advisor with Proactive Services and Support Automation 
Presented by Ryan Schutt and Ralph Blood, Symantec 

Once customers purchase our technology solutions, we should proactively check to ensure they are successfully implemented and meeting their desired business outcomes. In customer support, we do more than provide break-fix solutions, we provide the tools and knowledge to assess a customer's level of protection, turning Support Engineers into Trusted Advisors. Just as you would expect a doctor to check your blood pressure, or a mechanic to ensure your car is safe when you visit them, enterprise customers want to ensure they are fully protected from threats and vulnerabilities. Implementing automated support tools should be part of your Technical Support playbook, with easy-to-check critical health indicators, immediate access to self-help knowledge, and access to Trusted Advisors who can assist with addressing any gaps while realizing the full value of their product and service investments. 

Improving Efficiency of Services with Deep Learning
Presented by Kevin Skerrett, PTC 

Today's service world needs to become more efficient and more automated. Customers expect solutions proactively, and every company needs to do more with data. The next frontier for services is in AI and Deep Learning. This session will look at how PTC solved some of these problems using Deep Learning and AI. We'll explore how customer problems were solved before they reached a help desk, and how problems and revenue opportunities could be forecasted in an automated way.

Presented By:

Kevin Skerrett

Data Labs Manager, PTC

Ryan Schutt

Sr. Manager, Support Automation, Symantec

Ralph Blood

Sr. Director, Business Operations, Symantec

Publish Date: May 3, 2017

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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