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Session 105: 5 Ways Automation Will Help You—If You’re Prepared

Roy Atkinson (Senior Writer/Analyst , HDI)

Location: Room 319

Date: Wednesday, April 11

Time: 10:15am - 11:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Process Optimization and Automation

Experience Level: Intermediate

Organization Maturity: Evolving/Proactive

Vault Recording: TBD

Audience Level: Intermediate

While many in the world of support fear automation as a job-killer, it will in fact help to accomplish what support centers have been trying to do for years: get the repetitive work off the plate of support staff, giving them more time to focus on value-added work for customers. Emerging products in the fields of AI, chatbots, and machine learning are now able to perform triage functions, rapidly search databases, and connect those in need of support with the right resources. To take advantage of these assistive technologies, however, the support center needs to be prepared. In this session, you’ll learn how automation will help you reduce the time to respond across multiple channels, provide up-to-date data-driven answers, reduce human error, eliminate security risks, and free up your analysts’ time to focus on more complex, value-added work.