Decision Trees for Customer Service: Build One in 20 Minutes!

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Presented by

Jarrod Davis, Knowledge Management Expert, USU; Fabian Eppler, Innovation Director, USU

About this talk

Decision Trees are flowcharts for visualizing a decision-making process and charting a path to the optimal outcome. Long used in data science, decision trees are now being applied in customer service to create step-by-step troubleshooting guides to resolve issues faster. The best part? Creating a decision tree is not a lengthy, formidable task. You can build one with support content you already have on hand. In our webinar, USU Product Marketing Manager Jarrod Davis and Sales & Innovation Director Fabian Eppler will take you through the end-to-end process and make a decision tree live….in 20 minutes! You’ll see how decisions trees can: -Be used by both agents and customers -Improve contact center KPIs, like FCR and AHT -Scale across all your channels, including chatbots and voicebots -Be created with minimal time and effort

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With over 40 years of experience, USU is a leading provider of software and services for IT and customer service management. Our solutions enable companies to deliver the modern, digital services that customers and employees demand. Organizations around the world use our IT solutions and services to implement simpler workflows and increase automation while lowering cost, reducing risks, and operating more efficiently.