CC-01 | Tour of the Deltek Support Center and Upcoming Changes Julie Pearson, Deltek
CC-01 | Tour of the Deltek Support Center and Upcoming Changes
Julie Pearson, Deltek
Proactive Service in the Deltek Support Center
A Shared Vision of Proactive Support
Overview1. Through the Years
2. Where are we now?
3. The Future
4. Putting it Together
5. Questions
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Through the Years
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Pre-2008
2011 - 2017
2009 - 2010
Where Are We Now?
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6
The Options are Endless
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“The future depends on what we do in the present.”
Mahatma Gandhi
Artificial Intelligent Search
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Stage 2
Filtered search mechanisms
Stage 4
Artificial Intelligence and Machine Learning
Stage 6
Fully Automated, Predictive Learning, Customized
Data Integrations, Smart Workflows, and RPA
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Data Integrations
Smart Workflows
Robotic Process
Automation
Rapid
Consistent
Predictable
User Experience
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Modern Conventions, Usability, Simplicity
Device Responsiveness
Accessibility to All Users
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The Customer Journey
Search Knowledge
Base
Instant Message
Search Knowledge
Base
Open Case
Phone Call
Resolution
Retrospect
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“He who conquers himself is the mightiest warrior.”
Confucius
Putting it All Together
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Automatic relevance tuning, natural language processing,
custom artificial intelligence searching models, search
prediction, data integrations, smart workflows, robotic
process automation, user experience usability, simplicity,
accessibility, customer journey, retrospect, tool evaluation,
plus much more to come…
Questions and Feedback
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[email protected] [email protected] [email protected]
If you have questions, thoughts on new ideas, or feedback on
the support center please contact us