About TSIA
Senior Leadership
Research Team
Advisory Board
Partner with TSIA
Diversity, Equity, and Inclusion
TSIA Giving Program
Customer Growth and Renewal
Customer Success
Education Services
Field Services
Managed Services
Professional Services
Service Offer Management
CRO Council
Support Services
XaaS Channel Optimization
XaaS Product Management
Membership
Pricing
Advisory Services
XaaS Speaking Engagements
STAR Awards
Become a Member
Resource Library
Webinars
TSIA Blog
Podcast
TSIA Books
Digital Transformation
Why TSIA
Our Data
Our Community
Outcomes
If you believe you are seeing this message in error, please let us know.
It’s clear the role of the support agent is changing. From simple fixer to counsellor and coach, support agents’ day-to-day jobs are becoming more strategic as more content is driven to self-service channels. But how can AI influence this new way to work? In this success story session, we’ll dive deep into how Athenahealth welcomed AI with open arms to enable their agents to do more on their own, and how they became more collaborative, more invested and created more content along the way. We’ll study the effects of knowledge management and gamification in the context of AI-driven support and how agents find more purposeful work along the way.
Presented By:
VP, Customer Success Research, TSIA
Customer Success Architect, Coveo
Manager, KCS Program Manager & Support Process Design Manager, Athenahealth
Publish Date: September 19, 2019