Simplifying support complexity with AI
Conversational platforms driven by artificial intelligence and machine learning (AI/ML) technologies are changing the support services landscape. Gartner predicts that in 2018, 50% of agent interactions will be influenced by real-time analytics and by 2020, 21 billion-plus connected sensors and endpoints to be in place.
However, the path forward is not assured. Companies are grappling with a variety of challenges such as managing the complexity of connecting the Internet of Things (IoT) infrastructure, the large and growing volume of customer data that is being generated and the implications of virtual agents making real-time decisions. Addressing these and other technology challenges require intelligence to be integrated into the product support systems.