ITS – Intelligent Tech Support Solution | HCL Tech

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Intelligent Tech Support (ITS)

Overview

Modern organizations have to manage time and cost efficiency flowcharts without compromising service quality. Customers also demand evolved, intelligent technology, and intuitive experiences, the hallmark for 21st century enterprises. However, fragmented organizational processes and an unstructured or siloed approach to service methodology hinder the objective-to-operations alignment.

Beyond cost and timeline effectiveness, organizations must harness advanced IT tools and platforms. Technical support solutions of this kind would drive a unique value proposition. These services not only boost CSATs but also enable proactive problem solving and new business generation.

We realize the potential of intelligent and predictive analytics to revolutionize the support pipeline. We recommend an amalgam of support best practices and next-gen technologies to optimize customer service across domains, software, telecom, aerospace, and medical devices.

Our Intelligent Tech Support (iTS) solution expands the reach of customer service while assisting end users, support engineers, and managers. Our scalable framework employs natural language processing (NLP) for proactive tech support even in heterogeneous environments.

Our clients have reduced MTTR and improved productivity with the iTS webapp, and eliminated manual interventions for issue resolution.

Organizations deploying HCL’s Intelligent Tech Support solution have garnered the following benefits:

  • 15-20% increase in productivity
  • 15-25% reduction in support volume
  • Elimination of knowledge void from attrition, transition and deskilling

Key Features

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Intelligent self-help modules

A cognitive self-help module which empowers the end users to do self-service and simultaneously helps to reduce the support volume

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Related issue and solution identification

It provides support workforce with insights and helps identify the best possible solutions.

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Bug/defect prioritization

Suggests priority of existing bugs within the product based on business impact and affected customer base.

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Robust and dynamic visualization via dashboards

Customizable insight driven dashboards where you can track your support workforce performance metrics.

Insights & News

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INSIGHTS

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