According to a recent Technology & Services Industry Association (TSIA) report, 𝘛𝘩𝘦 𝘚𝘵𝘢𝘵𝘦 𝘰𝘧 𝘍𝘪𝘦𝘭𝘥 𝘚𝘦𝘳𝘷𝘪𝘤𝘦𝘴 2021, the attached image shows the driver tree for equipment manufacturers with Proactive Support organizations.
In the last several years’ equipment manufacturers have made significant investments to accelerate their equipment connectivity using IoT and chatbots for self-service. Given all that, they still can only deflect 1% of their customer’s issues via unassisted support and only 12% via unassisted support.
If manufacturers want to improve these benchmarks, they can start by looking into AI platforms with Deep Learning, NLP, and Computer vision capabilities.
What other methods do you think could help manufacturers improve here?
You can find the full report here: https://lnkd.in/eCByMN22