Fresh AI Ideas from the ASP Conference
The November ASP virtual conference featured both the winners of the ASP Best Support Websites awards and other members who were specifically presenting their AI initiatives–but we ended up hearing a lot of AI chatter and successes over those two days!
Here are 5 ideas that I thought were worth sharing. I noted the organizations I heard talked about each–but there may be repeats I did not catch.
Use a “belt-and-supenders” approach. You don’t have to replace an existing, familiar interface with its AI replacement, especially while you work out kinks. Show users both the AI answer and the traditional search results. [Siemens]
You can estimate the cost of a case in real time to take action on costly cases, use the data to justify product changes, and identify high-cost customers. Use Frame AI. [Coveo]
Allow existing, informal champions to pioneer non-strategic AI projects and promote successful tries to funded, official projects. [NetApp]
Yes, GenAI can create KB articles from cases automatically, removing PII and following your content standard. (Have a real human review before publication, though!) [Automation Anywhere, Red Hat]
On-demand AI translation is surprisingly accurate and can make your KB accessible to all with a very small budget compared to traditional translation. And you can do both, store a refined translation of the most popular articles as well as offer on-demand translation for other articles. [Red Hat, Siemens]
Anything you’d like to add to the list?
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