ASP Blog

The Latest Research, News and Insights from ASP

Home/ASP Blog

Do you have something to share?  If you are interested in writing an article for publication on the ASP Blog please contact Al Hahn or Tom Sweeny

6 Ways to Apply AI to Technical Support

By |February 13th, 2020|

Support has been relentless in the pursuit of continuous improvement, yet the function of Support has remained fundamentally unchanged for decades. AI is a critical catalyst that will help enable an inevitable Support transformation. This article introduces 6 ways to apply AI to technical support.

Time to Resolve

By |January 15th, 2020|

Time to Resolution (TTR) is a metric to measure the elapsed time it takes for Support to resolve a case. This article introduces the definition and inputs required to measure TTR.

How to Define and Measure Deflection

By |January 6th, 2020|

Using an accurate measure of deflection is imperative. If not measured correctly it is easy to overstate the impact of self-help and service automation on assisted support demand. The average rate of case deflection within the technology industry is 23%. For some companies deflecting 23% of the assisted support demand is extraordinary, while for other companies there is considerable room for improvement.