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Conference Presentation

TechByte | Leveraging AI to Prevent Customer Support Escalations

This report is for Support Services members only

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Customers expect fast, intelligent responses and resolution times when they have an issue. When your support agents don’t have answers available at their fingertips, their response time increases, or worse, the support case gets escalated to a higher tier of support. Support escalations are difficult to manage, are operationally expensive, and result in a higher chance of a customer churning. But what if you could eliminate this issue by predicting escalations before they occurred?  In this session, we’ll explore how to: Enable support agents with the knowledge needed to resolve tickets in real time Prioritize the right customers and support issues to improve customer outcomes Leverage AI, Automation and Predictive Analytics to prevent escalations from occurring

Presented By:

Aakrit Prasad

Publish Date: May 27, 2022

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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