Transforming technical support and customer self-service with AI

Goal: Transform technical support to improve onboarding, issue resolution, call deflection, and search

Daktronics wanted to improve technical support for its very complex business and product catalog.They were looking for an AI solution that seamlessly integrates with Salesforce to address challenges and add value in multiple areas:

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• Faster Onboarding: A large percentage of technical support staff is new. It is time consuming to undergo training on a diverse range of Daktronics systems.
• Faster Case Resolution: Average case duration is 30-45 minutes. Automating resolution and case close out will save about 5-10 minutes per case, allowing Daktronics to handle more cases with the same number of techs.
• First Time Resolution: Deliver accurate resolutions to technical support teams.
• Call Deflection: Building AI into online tools enables partners and customers to resolve issues by following recommended resolution steps, reducing the need for phone calls.
• Faster Search: By employing Neuron7 Intelligent Search, employees no longer need to search various places for answers. Neuron7 searches manuals, KBs, videos, and other help resources to save the technician time.
• Product Issue Insights: Daktronics manually analyzes case data to identify trends. As Daktronics provides more solutions to more customers, it will be impossible to do this fast enough to provide value without the assistance of AI to analyze large volumes of case data and look for common problems to provide insight to the engineering teams.

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Solution: Turn siloed knowledge into service resolution intelligence

Daktronics partnered with Neuron7 to bring Intelligent Search and Intelligent Diagnostics to their technical support teams. 

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By extracting resolutions from manuals, knowledge base articles, and unstructured data from logs, and customer issues, Neuron7 will help resolve issues faster and capture knowledge from experienced team members to improve onboarding—all within Salesforce.

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Daktronics is looking forward to transforming technical support with AI-powered solutions that simultaneously engage team members and deliver high performance.

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"It's not only helping our technicians, it's going to help our customers as we transition towards self-service and it's going to help our products become better."
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_{Sarah Rose
VP Global Services, Daktronics}

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