Dell Technologies customers can leverage different resources and channels to get technical support on hardware and software issues for their Dell products. Customers can directly contact Dell technical support agents to help them resolve any issues they may encounter. The standard troubleshooting process can be labor intensive and include collecting and analyzing vast amounts of system logs, reviewing guidelines and historical cases, and determining root causes of issues and which resolutions to apply.
Support agents often struggle to determine simple paths to resolve problems or find relevant resources to guide them through troubleshooting in a timely manner. As a result, these issues become time intensive and can lead to lower customer satisfaction and higher troubleshooting costs with repeat calls and repeat parts replacement.
The Next Best Action (NBA) solution provides Dell technical support agents with an enhanced guided troubleshooting process that reduces manual intervention and expedites resolution times.
NBA leverages Machine Learning (ML) to provide real-time resolutions and recommendations to help resolve customers’ problems. The NBA recommendations are powered by ML models that are trained using historical support cases. After analyzing all available data for a case, the model provides the most probable resolution, with actions ranging from replacing a part and updating a software component to following a predefined troubleshooting process.