An illustration depicting support automation. The illustration shows a man in a space-like digital landscape with information, data, and support tickets floating around him.

Support Automation Glossary

A

Artificial intelligence

Smart machines that can emulate human intelligence and perform tasks that require human intelligence. They also have the ability to learn, which, over time, makes them even smarter and more efficient.

Automation

A technique where a system automatically executes a task with minimal interaction or manual input.

B

Business process automation

Also coined as BPM, this technology replaces manual efforts in a series of processes to afford better efficiency.

C

Chatbots

A chatbot can be an AI-driven application that simulates human thinking, interaction, and conversation.

Customer centricity

Digital transformation should be led by customers’ needs. The customer experience involves many touch points. As such, digital transformation should involve a strategy that produces a consistent and enjoyable customer experience.

Customer experience

This term defines every interaction between a customer and a business throughout the buyer’s journey. Digital transformation should be led with the objective of improving every touchpoint included in the customer experience.

D

Digital transformation

Incorporating new business applications to digitize data and applications. This will also transform the way the company works and looks at their operations.

Digitization

Taking information and making it available through a digital format.

F

Future of Work

This describes all the aspects of how humans will work in the future. It looks at the what, when, where, and how of the workplaces of the future.

I

Interactive Voice Response (IVR)

IVR is an automated phone system technology used to create efficiency and significantly reduce support center costs. Incoming callers respond to pre-recorded messages using their touch tone keypad or voice, and calls are routed accordingly.

K

KPI

These are unique measurements that can be used to track the progress of your digital transformation and measure it against your initial goals. There might be common KPIs that every organization uses, and KPIs specific to your company’s particular needs.

M

Machine learning

The automation of analytical model building. Machine learning is a branch of artificial intelligence that builds upon the idea that computer systems can identify patterns and learn from data with little-to-no human intervention.

N

Natural language processing

As a branch of artificial intelligence, and a subfield of linguistics, NLP refers to how computers can process and analyze natural language data.

R

Robotic Process Automation (RPA)

A technology that facilitates the automation of workflows without human intervention.

Rule-based processes

A process guided by an explicit set of rules.

S

Scalability

Scalability is the ability to handle a growing or evolving workload.

Support team

A team of employees created to improve a variety of factors such as decision-making or problem-solving.

W

Workflow

A business process where a task is completed from beginning to end. It requires input, a set of rules, and the expected output.