IBM client support transformation
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Transforming is not a one-time effort, it is a continuous work done to adapt to client expectation.
There is already Storage Insights that is a free service that improve IBM support experience significantly.
Storage Insights is one single interface that allows to open and update ticket by clicking on the machine facing issue, it allows client or Support representative to collect support data and last but not least it provides historical performance data.
Now IBM is transforming the way client interact with support agent
A new all in one customer portal to provide faster support, greater accuracy and instant support to make client life easier.
Things might look a little different. "Case" is the term that will replace Problem Management Record (PMR), Service Request (SR), Ticket / Trouble Ticket, Problem Management Hardware (PMH)
This new portal offers cognitive capabilities as
Support search with Watson: Support Search with Watson provides the right answer faster: sifting through extensive knowledge content to allow you to solve problems quickly and effectively.
Chatbot engaging, conversational experience to find knowledge content and automate common and repetitive tasks through a few simple interactions. Answering question in real time using the power of machine learning
Case prioritization based on the content of the case such as sentiment, tone and case difficulties, Watson assign a score to the case and helps the Support agent to prioritize the case to work on. Watson learn from every case by collecting feedback on the accuracy of the Watson score
Watson case classification and cognitive routing: When a case is opened a cognitive assistant classify the case type and the level of difficulties of the case, it then sends it to the agent who has the appropriate skills and is the best fit to resolve the issue
Question assistant, an assistant to help the client to provide as much as detail a possible. Question assistant leverage natural language understanding, to review problem descriptions at opening time and help to make sure key details are included, so that Support Engineers can resolve issues more effectively and efficiently. (see also A problem well stated is a problem half solved http
When the source of the problem has been identified, Augmented Reality can be used to help replacing a part, technicians can be remote to the client, but pointing to a specific location to guide the client for a new part to install http
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