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GenAI Accelerates Dell’s Customer Experience Vision

Dell is supercharging our customer experience and ramping customer adoption of GenAI technologies.
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Dell Technologies is reimagining how we deliver products and services to our customers. By embracing the recent advances in artificial intelligence, we’re supercharging advanced auto-healing capabilities, streamlined digital self-serve and hyper-efficient assisted support.

We’ve used AI for decades, leveraging data and telemetry to solve specific business problems. And we’ve had incredible success—reducing time to value on technology implementations and time to close in support cases, along with streamlining parts availability.

The advances in large language models (LLM) and generative AI (GenAI) capabilities are creating more noticeable step-function improvements compared to the incremental gains of the past.

We know our customers value automation, and many are adopting GenAI solutions to increase productivity and reduce cost. In a study conducted by Forrester Consulting, 76% of the IT leaders who responded want to leverage automated support tools and technologies that free up IT staff for innovation and strategic initiatives.1

The advances in GenAI mark one of the most significant technology transformations ever. GenAI easily generates new content, ideas and information that create an exciting range of possibilities in business.

GenAI is accelerating our north star vision for customer experience (CX). We’re focused on three key levers that are already yielding better results for customers today:

  • Automated issue resolution. Leveraging rich datasets and AI/ML, we’re driving autonomous issue detection and resolution. This results in reduced customer effort from fewer field dispatches and customer contacts on support issues.
  • Self-service. Scaling our intelligent virtual assistant effectiveness and coverage will offer more personalized and efficient self-help capabilities. This results in fewer cases submitted to support teams and a better experience for our customers.
  • Hyper-efficient support. GenAI helps ensure a first-time fix for customers and creates a seamless CX. We’ve already achieved a 25% reduction in cases elevated to advanced support specialists.

In addition to CX improvements we’re driving internally—we’re helping customers securely adopt, implement and scale GenAI through the world’s broadest GenAI solutions portfolio from desktop to data center to cloud, all in one place.2 This includes everything from building the strategy and identifying high-value use cases, through operationalizing and scaling those GenAI applications inside their businesses.

We see GenAI catalyzing global transformation in numerous industries and disciplines. And we’re ready to help customers derive the same benefits we’re seeing in Dell Technologies Services: operational efficiency and productivity, increased automation and delivering better digital experiences. Several use cases we’re helping customers address already include automating and supplementing their internal help desk functions, reducing redundancy and cost, and improving employee productivity.

GenAI presents radical transformation opportunities for virtually every business that exists today and will create an entire new category of businesses in the years to come.

Learn more about how we’re helping customers adopt and scale GenAI solutions.

1 SOURCE: A commissioned study conducted by Forrester Consulting on behalf of Dell, March 2023
2 Based on Dell analysis, August 2023.  Dell Technologies offers solutions to support AI workloads across 12 product and service categories.

About the Author: Doug Schmitt

Doug Schmitt is Dell’s Chief Information Officer and President of Dell Technologies Services. As CIO, he leads the company’s technology investments, driving enterprise-wide digital transformation, AI adoption and enablement, and IT modernization efforts to enhance security, agility, and operational efficiency. As President of Dell Technologies Services, he has full financial responsibility for the organization delivering consulting, deployment, managed services, support, and asset recovery solutions across Dell’s product portfolio.   A transformative, results-oriented executive, Doug has more than 30 years of experience growing global businesses. Since joining Dell in 1997, he has held leadership roles across finance, operations, services, and IT, helping scale Dell’s services offerings and optimize its financial and operational performance. Before Dell, he held senior finance roles at Sequent Computer Systems and worked in the banking sector.   Doug earned his Master’s in Business Administration from University of Portland and his bachelor’s degrees in both Finance and Accounting. He currently lives in Texas with his wife, Amber, and enjoys traveling, hiking, fishing, and spending time with family and friends.