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SupportWorld Live

Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Session 303: Tech Support Engineers in an AI World: Fast-Changing Requirements

Jeff Rumburg  (Managing Partner, MetricNet, LLC)

Date: Wednesday, May 3

Time: 3:45 pm - 4:45 pm

Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass

Track : Optimizing the Support Organization, Evolving the Customer and Employee Experience

Session Type: Session

Vault Recording: TBD

Audience Level: Intermediate/Advanced

IT service and support has historically operated very reactively, fighting fires day in and day out, while doing their best to maintain service levels. This "all reactive, all the time" approach to doing business is a vicious cycle – continuous improvement is virtually impossible because you're too busy dealing with the urgency of the moment!

AI breaks the cycle of reactivity and allows you to operate more proactively and strategically. While you are busy managing day-to-day support activities, AI is working in the background to identify and eliminate problems, uncover process inefficiencies, improve knowledge and problem management, and benchmark individual and group performance.

In this session, you'll learn from those who've successfully undertaken the transformation to a World of AI and find out how it leads to a class of tech support engineers with skills far beyond what's typically been seen in service and support. If you've imagined a day when you can operate more strategically, and advance your support organization to the next level, AI is here to make that happen. For support professionals who can adapt to the new demands of a support engineer, the future has never been brighter!