Doug Tedder, Tedder Consulting; Chris Payne, Indiana University; Mary Frances Coryell, Ivy.ai; Megan Selva, HDI
While it’s still early days for artificial intelligence (AI), it’s clear that AI means business. In a June 2020 study conducted by Omdia, researchers found that more than 50% of respondents had deployed or were planning to deploy AI in five of seven business categories, including IT and customer service, over the next 12 months. Predictive analytics, robotic process automation, voice speech recognition, workflow automation, intelligent CRM, deep learning, chatbots – these are all AI-enabled technologies that may well be in your future, if they aren’t already realities in your present. It’s clear, confidence in AI is growing, and there are tangible benefits to be gained: cost savings, operational efficiency, revenue growth, better customer experience, and more. But how can you take advantage of these opportunities? What will it take to gain leadership buy-in?
In this panel discussion, HDI’s Doug Tedder, Indiana Universty’s Chris Payne, and Ivy.ai’s Mary Frances Coryell will focus in on one of the most common applications of AI in service and support – chatbots – and the implications for both knowledge management and self-service. Chris will share some of the research Indiana University has conducted on their knowledge management journey, highlighting successful deployment of AI-enabled processes and solutions. Together, we’ll explore the landscape of AI in 2021, as it relates to technical support and service management, and we’ll answer your questions, too. We’ll cover:
• The role of knowledge management and self-service in today’s service and support organizations
• The importance of having a “knowledge culture”
• How to train your chatbot (or how to enable it to train itself)
• The challenges to AI (data security, accountability, ownership, etc.)
• The benefits of AI for customers and support staff
• And much more!