Home > AI Solutions > Gen AI > White Papers > Product Support Quick Notes Retrieval > Business objective
From a business standpoint, the most critical aspects of support as a service are Customer Satisfaction (CSAT) and company cost. Historically, the previous model caused many issues in DTS's support space due to the constant need to validate and ensure that the correct articles were shown to support agents. Multiple escalations and churns occur due to critical PSQN articles not showing, causing avoidable hardware or part dispatches and CSAT dropping due to high case turnaround times.
With over 4,000 PSQN articles and anywhere between 50 to 100 new articles or revisions each week, automation is essential. Leveraging machine-learning and algorithmic decision-making can expedite issue resolution and enhance confidence in accurate results. The business process to determining and publishing an article under this category is complex and has created downstream impacts, with multiple organizations in silos around the revision and selection of these documents. This leads to data spread out across sources, resulting in outdated content and misalignment.
The process that exists today is ever-changing, and this new model update is at the forefront of collaborating with various groups, slowly fixing the previously complex process. With creating a cross-functional model that affects various groups and introduces a new process, it is critical to have a shared vision and outcome. The implemented solution addresses company costs while transforming previously complex and inefficient processes into multiple streamlined workstreams across various organizations.