Resolutions Matter to Customers: Using Root Cause Analysis Drives Efficiency and Support for the Human Experience

Resolutions Matter…. to Customers 

Using Root Cause Analysis Drives Efficiency and Support for the Human Experience 

As organizations across industries adopt Root Cause Analysis and AI-empowered  automation tools, the future of work will offer a smarter and faster Customer Experience. 

Customer Experience applies to everyone at work. In today’s fast-paced and  information-heavy digital workplaces, technology has the potential to not just enhance  workflows but transform how people approach their daily responsibilities. New employees,  who are the least experienced, benefit the most from using knowledge bases and other  technologies with root cause analysis capabilities because it delivers known solutions and  answers. Onboarding can be slow and inconsistent but building AI-empowered knowledge  bases helps new employees hit the ground running with confidence.  

More complex systems leverage Natural Language Processing (NLP) solutions that read  and categorize the universe of unstructured data, making it possible to access the value of  information once stored in workers experience, emails, PDFs and word documents. These  technologies are reshaping how organizations not only solve problems but gain access to  far larger information reservoirs. RCA and NLP allow workforces to be more efficient and knowledgeable on day one. Empowering teams to work efficiently and effectively also  fosters a more engaged and energized workforce.  

The IT Challenge: Simplifying Complex Systems 

Consider a scenario faced by IT administrators managing a complex network of systems and a revolving workforce. In federal agency settings, on board ships, or in corporate  support; this challenge is amplified due to large workforces with varying operations  schedules, multiple roles, and the critical nature of its missions.  

Innovating with Machine Learning and AI-Powered Search 

Leveraging a prototype Root Cause Analysis (RCA) machine learning engine and Advanced  Search Engine (ASE) allowed us to combine AI-driven technology with intelligent  automation to revolutionize the troubleshooting process. 

• Root Cause Analysis Engine: The RCA engine takes the burden of diagnosing  network issues off IT administrators’ shoulders. By automatically detecting potential  problems, flagging current issues, and suggesting corrective actions, the RCA  engine reduces the need for manual intervention. This AI-based solution not only  delivers proven solutions to the customer, it spots system malfunctions and 

proactively identifies areas where future maintenance may be required. Through an  API, the RCA engine integrates seamlessly with external software, ensuring that  administrators can interact with real-time data and resolve issues before they  escalate. 

• Advanced Search Engine (ASE): Managing and searching through vast amounts of  network documentation can be time-consuming and inefficient, especially when  the clock is ticking during critical situations. The ASE provides known formulas by  offering unified search experience across multiple sources of documentation. It  intelligently scans through all relevant resources, returning precise answers to  natural language questions, allowing administrators to quickly find the information  they need. By integrating directly with software applications, ASE eliminates the  frustration of sifting through disjointed documentation sources. 

Results: Empowering IT Teams with AI-Powered Tools 

The HumanTouch prototype showcases how the right technology can enhance people’s  ability to work efficiently. With RCA and ASE working in tandem, IT administrators now have  the tools they need to troubleshoot complex issues in less time, and access proven  solution formulas. As a result, teams have less downtime and can focus on elevated priority tasks rather than being bogged down by routine troubleshooting, making their work  environment not only more fulfilling and productive, but also deliver with greater efficacy to  benefit their customers. 

Shaping the Future of Work 

When technology works for people, it unlocks new levels of potential. Whether it’s through  AI-driven root cause analysis or seamless NLP-powered search tools, innovative tech  solutions are changing the way we work. HumanTouch’s CX Solutions empower teams to  focus on more complex parts of their job and leverage automations to operate at their best.  And at the end of the day, that’s what technology should do—make work simpler, more  efficient, and ultimately more rewarding. 

By illuminating what’s possible through innovative AI and automation, HumanTouch is following in the footsteps of DoD and government leaders who advocate for AI tools and  training to leverage technology to close the distance between time and toil for  decisionadvantages. From streamlining network troubleshooting to creating intuitive  knowledge bases, technology is opening new possibilities for people to thrive in their roles,  find new ways to innovate with their increased understanding, and focus on the work that  truly matters. 

CX + EX = HX 

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