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

Thursday, April 11 at 4:00 PM

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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!

Roy Atkinson

Senior Writer/Analyst


Roy Atkinson is one of the top influencers in the service and support industry, with an international reputation. His expertise has been featured by The Economist, Social Media Today, Computerworld, and many others. His specialty is guiding organizations to better service and service management through the adoption of good practices. According to CIO Insight, he is a “model of the future digital leader.”

Chris Savio

Senior Product Marketing Manager


Chris Savio is a senior product marketing manager for Bold360 by LogMeIn. Leveraging product experience spanning more than 10 years, Chris is responsible for everything from the product's go-to-market strategy, uncovering market trends and opportunities, and product feature validation and evolution.