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

Wednesday, April 11 at 10:15 AM

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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.

Roy Atkinson

Senior Writer/Analyst

Roy Atkinson is one of the top influencers in the service and support industry. His blog posts, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community.