DNX Webinar Q1

Apr 7, 2022 | Autonomous Insights, Autonomous Support, CX

I was recently featured as a guest speaker at the DNX® Venture Webinar – ZERO-TIME SUPPORT A UTOPIA OR WITHIN REACH. The Moderator Eva Nahari asked me the following question that I thought of sharing with you:

Question: Is Preventive support available today?

My Answer: In my opinion, we are not there yet but we are close. We started at Quark.ai about three years ago by providing an answer to a ticket. So the support engineer will open a ticket and will see the answer to the ticket on the right side of the screen. We called this Reactive Support. Today our Autonomous Support Platform can respond to many of the issues automatically. We call this Proactive Support. We are close to the days that we will be able to collect and process all sorts of data to prevent many issues from happening, therefore achieving Preventive Support. I always compare our journey to the Autonomous Vehicle, where today they are probably at phase 4 out of 6. I believe our industry is in phase 2 or 3 out of 6. With the progress in AI and the computing process, I envision that Preventive Support will be here within a few years for many cases.

If interested, you can watch the entire webinar on our website: https://lnkd.in/ecDDR9EZ