Field Services
Research Report
Real-World Applications of AI for Technology Companies
Dell Technologies in Support Services
Thomas Lah
Thomas Lah
Executive Director and Executive VP
February 13, 2024

Overview
This is a case study on how Dell leveraged the AI capabilities of machine learning, information retrieval systems, and content summarization to achieve multiple business benefits, including: - Reduced time to close cases - Reduced dispatches and work orders - Fewer parts per dispatch - Improved customer satisfaction - Fewer escalations - Reduced number of major parts for dispatch (expensive parts versus inexpensive parts) - Increased percentage of remote software fixes as opposed to issues requiring a hardware fix - Improved overall agent efficiency - Reduced training time for support agents
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