To make the most of AI or automation tools, it is essential to adhere to certain best practices. This includes defining goals and metrics that are in line with business objectives and customer expectations, such as measuring the effect of AI or automation tools on customer satisfaction, resolution time, cost reduction, or employee engagement. Additionally, it is important to select the right tools and platforms, evaluating their features, compatibility, scalability, and security. For instance, chatbots, knowledge bases, self-service portals, or learning management systems may be used depending on the needs and preferences. Furthermore, technical support staff should be trained and empowered, and involved in the design, implementation, and evaluation of AI or automation tools. This could include providing them with clear guidelines, incentives, and feedback, and encouraging them to use the tools as a complement, not a replacement, of their human skills and judgment. Finally, performance should be monitored and optimized, and data, feedback, and insights from customers, staff, and tools should be collected and analyzed. Dashboards, reports, surveys, or reviews can be used to identify the strengths, weaknesses, and opportunities for improvement of technical support processes and outcomes.