service automation

Home/Tag: service automation
6 01, 2020

How to Define and Measure Deflection

By |Categories: AI, ASP, ASP Blog, Metrics, Self-Help|Tags: , , , , , , |

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.

6 08, 2019

How IBM Uses Watson

By |Categories: XRG Article|Tags: , , , , , , |

The Service Innovation Series highlights examples of innovative approaches companies take to achieve service excellence. In this Service Innovation profile, we feature IBM’s use of its own Watson technologies as a platform to deliver a new approach to service delivery – Cognitive Support. Read on to learn about IBM Cognitive Support.