{"id":251740,"date":"2020-10-27T00:00:00","date_gmt":"2020-10-27T04:00:00","guid":{"rendered":"https:\/\/www.servicexrg.com\/blog\/6-ways-to-apply-ai-to-support\/"},"modified":"2026-01-16T11:56:32","modified_gmt":"2026-01-16T16:56:32","slug":"6-ways-to-apply-ai-to-support","status":"publish","type":"post","link":"https:\/\/www.servicexrg.com\/blog\/6-ways-to-apply-ai-to-support\/","title":{"rendered":"6 Ways to Apply AI to Technical Support"},"content":{"rendered":"<div class=\"et_pb_row_inner et_pb_row_inner_0\">\n<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_inner et_pb_column_inner_0 et-last-child\">\n<div class=\"et_pb_module et_pb_text et_pb_text_0 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<p class=\"p-lead\">Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. AI is a critical catalyst that will help enable an inevitable Support transformation.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"et_pb_row_inner et_pb_row_inner_1\">\n<div class=\"et_pb_column et_pb_column_4_4 et_pb_column_inner et_pb_column_inner_1 et-last-child\">\n<div class=\"et_pb_module et_pb_text et_pb_text_1 et_pb_text_align_left et_pb_bg_layout_light\">\n<div class=\"et_pb_text_inner\">\n<p>Many Support organizations want to be more customer-success focused, but few have the capacity to change.\u00a0 To make this transition, Support resources need to focus on high value activities such as helping customers adopt and succeed with products and resolving new and challenging issues.<\/p>\n<p>Consider the following scenarios for AI in Support:<\/p>\n<h2>1.\u00a0 AI Enabled Self-Help<\/h2>\n<p>Known issues are resolved through intelligent automation that will match customer needs to available knowledge.\u00a0 When new customer issues are identified they are flagged and prioritized based on need for addition to the\u00a0<a href=\"https:\/\/www.servicexrg.com\/blog\/maximizing-the-return-on-your-support-knowledge-base\/\">knowledge base<\/a>.<\/p>\n<h2>2.\u00a0 Intelligent Resource Allocation<\/h2>\n<p>As customer issues are identified during a knowledge base search or new online ticket creation, issues will be triaged and directed to the most appropriate resource for resolution.<\/p>\n<h2>3.\u00a0 Skills Enhancement<\/h2>\n<p>Intelligent monitoring of service interactions will result in recommendations for skills development for both customers and service staff.<\/p>\n<h2>4.\u00a0 Relationship Development<\/h2>\n<p>Analysis of customer behaviors and sentiment will identify opportunities to sustain and enhance relationships.\u00a0 Resources can be directed to head-off potential issues that will negatively affect relationships.\u00a0 Targeted\u00a0<a href=\"https:\/\/www.servicexrg.com\/blog\/five-customer-engagement-best-practices\/\">engagements<\/a>\u00a0will help to deliver value-added services to expand relationship value.<\/p>\n<h2>5.\u00a0 Product Quality Improvements<\/h2>\n<p>Analysis of customer issues provides the foundation for prioritizing corrective actions and product enhancements.\u00a0 Issues that otherwise may cause customers churn can be addressed before they defect.<\/p>\n<h2>6.\u00a0 Proactive Issue Resolution<\/h2>\n<p>Deep data analytics will monitor product performance and usage telemetry to identify potential issues and apply corrective actions.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. AI is a critical catalyst that will help enable &hellip;<\/p>\n","protected":false},"author":4,"featured_media":251702,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[30,46,50,14],"tags":[82,109,69,52,53,37,110,111,112,56,57],"class_list":["post-251740","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-transform","category-support","category-scale","category-technology","tag-ai","tag-analytics","tag-automation","tag-chat","tag-chatbot","tag-customer-support","tag-machine-learning","tag-natural-language-processing","tag-proactive","tag-search","tag-self-help","post_outcome-deliver-support-effectively","post_outcome-scale-delivery-capability","post_outcome-transform-and-innovate","post_activity-automate","post_activity-issues-resolution","post_activity-prevent-issues","post_activity-self-help-and-automation"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251740","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/comments?post=251740"}],"version-history":[{"count":6,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251740\/revisions"}],"predecessor-version":[{"id":254954,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251740\/revisions\/254954"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/251702"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=251740"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=251740"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=251740"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}