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Empowering Support Agents with Next Best Action Recommendations
Introduction Methodology Solution Architecture Reaction and feedback Conclusion
Conclusion
Key takeaways References

Conclusion

Conclusion

  • NBA is part of the ISG Digital Resolution program which focusses on optimizing the troubleshooting process to provide efficient and faster resolutions to our customers.

    The NBA recommendations are powered by ML models that are trained using data from past support cases. These recommendations highlight the most probable resolutions for each case, or none if the model does not have enough information to make a prediction.

    It can provide different types of recommendations such as: software fixes, dispatch information, knowledge articles, a guided solution path, and more. Currently this solution assists Dell support agents in the troubleshooting process, but it has the potential to expand to more areas such as assisting customers in solving certain software related issues and automatic remediation of problems.