Self-Service Rules, Most of the Time

Rescheduled from December 13, 2023 to January 16, 2024. Join us for an insightful webinar with Al Hahn, Executive Director of the Association for Support Professionals, as he delves into the evolving landscape of customer support — especially the dynamic between self-service and traditional support methods in a world increasingly driven by instant, on-demand solutions. Hahn will discuss how the rise of self-service, fueled by the 'Amazon and Google effect', is reshaping customer expectations, even in the B2B sector. He'll address the common misconception that B2B organizations are immune to these shifting trends and highlight the critical importance of adapting to these changes. However, it's not all about self-service. Hahn will also delve into the complexities that necessitate expert human intervention, examining the role of skilled support professionals in an era where Large Language Models (LLM) and generative artificial intelligence (AI) are on the rise. He'll offer a realistic perspective on the integration of AI in customer support, discussing the challenges, timelines, and the need for expert guidance in navigating this transition. Furthermore, Hahn will emphasize the growing dominance of self-service in customer support interactions, urging companies to invest wisely in their digital support infrastructure and teams. He'll also recommend leveraging insights from ASP's annual reports on support trends and benchmarks to stay ahead in delivering state-of-the-art digital support experiences. Can’t make it? Register, and we’ll send you a link you can use to watch a recording when it’s convenient for you. This web event is brought to you by The Content Wrangler and is sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.