• Tailored self-help pages
Self-help pages can be automatically tailored for
individual users, based on the types of application
they run, making the relevant information more
readily available than is generally the case today.
• Monitoring of newsgroups
Public-domain newsgroups already include a wealth
of information from users who have had issues and
potential fixes. Information from these news groups
can be used to:
— populate self-help pages,
— develop diagnostic tools,
— provide call centre agents with more information
to diagnose the faults.
Although there is likely to be significant value in
doing this manually, an even better approach would
be to use AI tools to parse the newsgroups and
automatically extract the relevant information.
• Broadcasting known issues
As help desk calls are handled, common issues and
faults will occur. By using ‘push’ technology to
make this information available to users who might
become affected, customer problems, and hence
support calls, can be reduced.