How Neuron7’s AI Helps Complex Service Organizations

Complex products are all around us: wifi routers, elevators, point-of-sale systems, ultrasound machines, airport scanners, industrial machinery, connected IOT devices, and countless more devices with increasingly sophisticated combinations of hardware, software, and firmware.

The traditional approach to resolve issues using knowledge base articles doesn’t work at scale.

Why is service so challenging?

Organizations with complex products, thousands of products and models, and global teams may have tens of thousands of potential issues, with hundreds of thousands potential resolution paths.

The scale is beyond human capacity to manage, and information about how to resolve issues is siloed in knowledge based articles (that may be outdated), 800-page manuals (that need to be searched through), past case notes (usually unstructured), or in individual minds, making it next to impossible to find the best resolution quickly.

Global organizations face another layer of complexity with expertise geographically dispersed and teams operating in different languages.

And if that’s not enough, many organizations are losing knowledge as experts leave the business, while new workers are left without adequate training and accustomed to being able to access information easily using technology.

AI designed for the complexity and scale of enterprise service

Artificial intelligence (AI) cuts through complexity with its ability to analyze massive amounts of information, identify patterns, predict answers, and continually learn. Everyone is talking about AI, but not all AI is the same.

Neuron7 uses AI along with other technologies and approaches designed to resolve issues faster, the first time, in the complex service world.

Call center agents: accurately categorize a service issue and suggest the right resolution to make a customer happy in seconds.

Field service technicians: find an exact answer, get turn-by-turn guidance, with link to exact page in a document or moment in a video to resolve an issue quickly while under pressure to get a critical piece of equipment running.

Customers: get a product working correctly before getting frustrated when it takes too long (or too many tries) to resolve an issue.

Service and support leaders: improve service quality while keeping teams happy, empowered, and productive.

Bring together knowledge from data and people

Neuron7 AI solutions help Fortune 1000 companies accurately diagnose and resolve issues for their most complex and challenging issues. Many AI solutions for service focus on case classification, triage, routing, and automated responses to frequently occurring issues. Neuron7 does this too, but takes it a step further.

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In the complex service world, knowledge documents exist in multiple systems, but that’s only part of the picture. Knowledge also exists in the minds of people across the service and engineering environment. To provide the best resolution path for every issue, and every product, you need to capture knowledge from data (structured and unstructured) and people. Neuron7 brings together knowledge from vast data sources and individuals, and turns it into “Service Resolution Intelligence”.

With Service Resolution Intelligence, the best resolution paths continually update in real time. And the best resolution path is immediately available to everyone else, across the service continuum, in any language.

Get the right information to the right person, in any service workflow

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To provide an answer or resolution path when you need it, AI needs to be available where you need it. Neuron7’s Service Resolution Intelligence is available in the day of a life of your service teams, within your CRM, chat, service portal, or other service workflow.

And the type of information you need depends on who you are and what you’re trying to do. A call center agent might need to triage and route a call, where a field service technician needs to fix a CT scanner, and a customer simply wants an answer.

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Neuron7 helps agents resolve or route a call and gives technicians turn-by-turn guidance to resolve complex issues within your CRM. Generative AI (GPT) models present accurate service resolution intelligence in any conversational app, across languages.

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Neuron7’s AI solutions offer a completely new approach to distill complexity into actionable insight for service, delivering 90%+ resolution accuracy in the world’s largest organizations, speeding up resolutions and onboarding, while improving the experience for people in every role and at every step of the customer service journey.

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If you’d like to learn more about AI for complex service organizations, please get in touch at info@neuron7.ai.

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