Using AI to Improve Support Experiences for Customers and Employees

Empowering customers and employees with better content management

According to IDC, one of an organization’s biggest challenges is making content and information searchable for customers and employees, mainly because it requires tagging volumes of metadata across disparate silos. Nowhere is this truer than in customer support.
Watch this webinar recording to learn the answer to this “findability” dilemma. Experts speakers will explore content bottlenecks, their impact on employee efficiency and customer experiences, and how semantic artificial intelligence (AI) capability can improve search and self-service to drive ROI.
Key topics include:
  • Top content issues for support organizations and why change is needed now
  • How componentizing content at scale can deliver better employee, helpdesk, and customer experiences
  • Examples of semantic artificial intelligence capabilities at work in real-life customer situations
  • How improved content quality and findability can drive ROI for your business

About the Speakers

Gregory Guttmann, Principal Solutions Consultant, RWS

Gregory has over 17 years of experience helping top global companies optimize their digital footprints in the capacity of an engineer, product manager, and sales engineer. He holds two patents in the areas of Composite Applications and Digital Experience. Originally from Canada and a graduate of the University of Toronto, he is fluent in French and German.
Wali Naderi, Senior Product Marketing Manager, RWS
Wali has 20 years of experience in the IT industry with some well-known IT organizations in various positions (Product Management, Product Marketing, and Sr. Alliance Management). He joined RWS from SDL in late 2020 as a Senior Product Marketing Manager, focusing on the partner community.
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