emerhof
1 Copper

Invitation to participate in AutoChat Proof-of-Concept

EMC would like to ask for your participation in an AutoChat Proof-of-Concept (POC) that evaluates the effectiveness of Live Chat with expanded multiple language services through automatic translation.  With a successful completion of this Proof-of-Concept (POC), auto translation will enable us to extend the hours of operation for Live Chat.  Your participation is appreciated as we remain committed to helping you with your support needs.

Live Chat lets you engage directly with an EMC expert for your support needs without having to first log a service request via the web or through the call center.  Live Chat can be used for issues of any severity, with time to resolution 30% faster than other support channels.

For this POC, automatic translation will be offered in Brazilian Portuguese, Chinese and Latin American Spanish for CLARiiON and NetWorker products . The availability for these products will be extended, covering the hours between Sunday 7 PM to Friday 4 PM (ET) with closures between 4PM- 7PM (ET) daily allowing you to engage EMC Support anytime during these hours.

Here’s a quick summary of the POC and its benefits:

  • An EMC Specialized Technical Support Engineer will provide support in English and the chat conversation is automatically translated into one of the offered languages
  • After completing a Live Chat session, you will be asked to fill out a brief survey, providing feedback on your experience that will help assist EMC in shaping the Live Chat program

All feedback gathered during the POC will be confidential and used only to assess the value of Live Chat utilizing machine translation.   The POC will be available for approximately 5 months depending on feedback.  In addition to providing survey feedback, you may also receive a phone call from one of our program managers to learn more about your experience.

To confirm your participation in our POC, or if you have any questions, email POCAutoChat@emc.com.

For language specific versions of this invitation, please view the following: Chinese  Portuguese  Spanish

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2 Replies
ble1
6 Indium

Re: Invitation to participate in AutoChat Proof-of-Concept

I'm a customer, but company's contract goes over partner so they open a ticket at EMC keeping me in dark.  Would such customers also be able to test this?

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HienHo
1 Copper

Re: Invitation to participate in AutoChat Proof-of-Concept

Thanks for your inquiry. We welcome you to test the AutoChat platform. As noted in the invitation document, it is offered for Spanish, Portuguese and Chinese languages only.   Please send an email to POCAutoChat@emc.com stating your interest and we will send you additional details and the link to the AutoChat platform. Thanks again.

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