Support Operations: Metrics, Data and Story
Support Operations: Metrics, Data and Story
We do know metrics alone does not say a story.
Metrics + Data does help a human narrate a story.
Knowledge is to be known or to be acquired
Many questions are there that remain unanswered
Humans in support = need for knowledge + search + analyze + probabilistic + seek knowledge + make the decision
Why do we want machines to help us with Support Operations?
This is Jack. Jack wants to resolve an issue. He tries to understand what he has done earlier. He remembers some but still needs to search and analyze. He goes over dozens of previous cases, emails, resolutions, knowledge on the company intranet, knowledge sources and also needs to cross reference with public knowledge in company website, forums and developer community. He learns that he needs to find patterns for certain values in the log and combine to identify anomaly in product usage.
Jack is an expert and a brilliant analytic. He starts to see a pattern. He puts in some code for data manipulation and finds that the log values for the variable drops out of a range when product usage of a component gets beyond a certain value.
In machine learning terms, Jack invented?regression?– he predicted a value based on known historical data. People do it all the time, when trying to estimate a reasonable cost for a travel ticket or how much rice to cook for a party of 500 people.
领英推荐
Jack's value is in identifying the two parameters. His value is in taking that knowledge and creating the training materials for the rest of the company to use. His expertise needs to be shared so it is not lost when Jack leaves the company or becomes unavailable. Jack also needs help to solve problems faster.
Humans in support = ML models + create new expertise + make the decision
2023 we can expect greater use of AI in customer service:?AI-powered chatbots and virtual assistants are already being used by many companies to handle customer inquiries and complaints. In 2023, we can expect to see that companies put effort into human agents and helping them with technologies that are even more sophisticated and widespread. The goal will be to help employees to become faster problem solvers with the highest quality and a focus on human interaction. Enterprises will also add more effort to understand patterns coming in from 24/7 customer support. This is the only way to while improving customer satisfaction.
Ascendo AI is the next generation Support Operations platform that provides Leaders, Agents and Customers with workflow automation, Risk and Churn analysis, insights, impact, visibility across Support Operations.?
Our goal is to revolutionize Support Operations in the same way that DevOps and RevOps have transformed other?areas of business.?In the last 3 years we have created a G2 Category and are ranked #1 in User satisfaction.?
Additional Reading on 2023 AI predictions: