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ReportRedefining the Support Model with AI Integration
Traditionally, the enterprise support model has followed a linear escalation path:
1. Super Users serve as the first line of support, offering frontline help based on operational knowledge.
2. If unresolved, issues escalate to the Support Partner, who acts as the second line with deeper technical capabilities.
3. Finally, critical or unresolved issues are escalated to Microsoft, forming the third and final layer in the support hierarchy.
The New Paradigm: AI Agent Support Layer
With the evolution of AI, there is now an opportunity to redefine this structure by introducing a dedicated AI Agent Support Layer. This new layer can sit between end-users and traditional support tiers, acting as a dynamic, intelligent intermediary.
Key Benefits of the AI Agent Layer
- 24/7 Availability: Instant support, regardless of time zone or business hours.
- Multilingual Assistance: Breaks language barriers with natural language understanding in multiple languages.
- Self-Service Knowledge: Empowers users to resolve issues independently by tapping into contextual knowledge bases, FAQs, and documentation.
- Reduced Ticket Load: Deflects repetitive queries, allowing human agents to focus on complex scenarios.
- Faster Resolution Time: AI can surface solutions in real-time, improving user satisfaction and support efficiency.
For this, there is AI solution thinking done by Manish Singh, read more: https://lnkd.in/g9w42wg6
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