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Session 601: AI, Self-Service, and User-Facing Knowledge in Technical Support: Research in Review

Roy Atkinson (Senior Writer/Analyst, HDI)

Chris Savio (Senior Product Marketing Manager , LogMeIn)

Location: Panzacola G-2

Date: Thursday, April 11

Time: 4:00pm - 5:00pm

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

Track: Technology

Format: Session

Vault Recording: TBD

Audience Level: Intermediate

Studies have shown increasing interest by end users in being able to resolve issues and find answers on their own, without contacting support. However, with users turning to colleagues or the internet, support is often left out of the loop. Providing user-facing knowledge not only gets the right answers to the people who need them, it also helps support organizations better understand what users need. In a survey conducted earlier this year, we sought to uncover the extent of organizations’ expectations for, investments in, and results of user-facing knowledge. Join us for a deep dive into everything the data revealed!

Presentation File

Session601.pdf