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In this whitepaper, DTS presented an enhanced approach to retrieving and organizing knowledge base articles for Dell Services, aimed at improving the efficiency and accuracy of support provided to customers. This solution leverages contemporary embedding-based information retrieval techniques to surface the most relevant articles based on symptom descriptions and hardware configurations. By automating the article tagging and indexing process with Generative AI technologies, DTS has eliminated error-prone manual interventions, thus increasing the overall accuracy and relevance of retrieved articles. The improved Top Known Issues implementation not only reduces the time support agents spend sifting through irrelevant articles but also facilitates faster diagnosis and resolution of customer issues. This leads to higher customer satisfaction and significant operational savings.
DTS’s near future work will focus on fully automating the end-to-end indexing of new articles, leveraging Generative AI to optimize and automate key stages such as content generation, product mapping, filtering, ranking, and thresholding. This pipeline will be performed on a daily cadence, ensuring that the most recently introduced articles are promptly accessible to support agents. DTS also plans to further refine the retrieval algorithms, automate the taxonomy alignment process, and expand the system's capabilities to dynamically adjust thresholds based on the search query. This will minimize the display of irrelevant or non-applicable articles.
Future work will also involve leveraging telemetry data and other technical support data, such as online search journey data, to further enhance the relevance of retrieved articles. DTS aims to use customers' previous historical data, profile data, and machine telemetry profile to suggest personalized recommendations leveraging Generative AI technologies. Furthermore, DTS plans to expose applicable top-known issues articles not only using NBA support agents, but also directly to customers. For example, by integrating these articles into Customer Support chatbots, DTS can enable enhanced self-support, providing a more comprehensive and accurate support experience. This approach will ultimately lead to better customer satisfaction and more efficient support operations.