Automated Self-Sustaining "Frequently Asked Questions" Customer Support Solution

October 16, 2012

Posted By:  jkunken

3 Votes

Status: Archived

Promote

Dell can provide enhanced, and in some cases instantaneous, customer support by empowering their customers with the ability to receive instant support for a request for which they've associated a "DellSupport" tag with, depending on which social network the customer has used.  

The higher the frequency with which responses to certain keywords, associated with the DellSupport tag, appear, regardless of social network, the greater the likelihood a solution already exists for customers seeking solutions pertaining to those respective keywords.  

Thus, such high-frequency responses can be instantaneously provided as suggested resolutions for customers seeking support for their issues.

As a consequence, a FAQ solution will be developed organically, with algorithms providing for the creation, and self-sustaining nature, of the solution, with the help of infrastructure provided by social networks.

Additional algorithms will assist with the presentation and ranking of customer issues and solutions as they arise and evolve over time.

Thank you for your time and consideration.

3 Votes | 2 Comments | Report Abuse

Please login to IdeaStorm to post a comment.

    Comments :
     

  • Oct 30, 2012     Comment Link

    Report Abuse

    Posted By: jkunken

    Thanks for the request for clarification.  This ultimately depends on the social media network in question.  Some networks have good APIs which provide these services "out of the box", while others require the development of a system to find and filter the postings carrying specific tags.  And yes, in such cases, the system would also need to be able to auto-respond with a link to an "anchor" pointing to a section of the organically-generated FAQ, based on the issue.  Algorithms would need to be developed to render these services, including the ability to provide 'hints' to customers educating them as to which tag to use for the system to work. Hope this helps.  Thank you for your time and consideration.
    •  

  • Oct 16, 2012     Comment Link

    Report Abuse

    Posted By: IdeaStorm Moderator Cy_J

    Thanks you for posting your idea.  I am looking for clarification to make sure I understand the idea.  First a system would need to be created to find and filter the postings on social media posted with a specific tag.  The system would also need to be able to automatically respond with a link to a specially created FAQ based on the issue.  Customers would also need to be educated on what tag to use in order for the system to work.  Did I get that right?