Asian man with glasses works on coding, with reflection of monitor appearing on his glasses.Asian man with glasses works on coding, with reflection of monitor appearing on his glasses.

Service Providers

The Critical Combo: AI, Telemetry and Decades of Experience

Dell Technologies is harnessing the power of AI-driven automation to accelerate your team’s productivity.
By   |  

User-friendly generative AI (GenAI) technology, like ChatGPT, has sparked a global transformation so impactful, it’s hard to imagine life without it. And while the rise in AI may seem like it happened overnight, Dell Technologies has been using AI for decades—over 36TB of telemetry data per day1—to help customers with their digital transformations.

We’re now pairing our decades of AI experience and top-ranked services with advancements in telemetry and GenAI. This combination results in hyper-efficient, automated IT support and supports driving a major boost in your team’s productivity.

Our online self-help success rate averages around 95%, with 50% of those cases originating as auto support case creations. This shift from a traditional customer service model to GenAI-driven, predictive support is creating waves. Sixty-two percent of IT leaders saw improved IT productivity by replacing manual routines with automated support.2 And, with our connectivity technology, IT admins can save more than 600 hours per year on automated tasks.3

Utilizing the powers of automation, we’ve revamped our “Contact Us” experience. Regardless of whether a customer needs to reach sales, customer care or technical support, they start at one single hub. This change resulted in a 20% reduction of “chat pollution” globally and prevented more than 16,000 customers from being misrouted. This unified “Contact Us” experience won our 48th award for this seamless experience.4

“We use the TechDirect portal to self-dispatch parts, and it’s cut the time in half that our techs spend repairing devices.” -Director of Technology Support, PXU5

Don’t you want 50% of your IT support staff’s time back? We can help you.

1 Based on internal Dell Technologies numbers, November 2023.
2 A commissioned study conducted by Forrester Consulting on behalf of Dell Technologies Services, November 2022.
3 Based on a Principled Technologies test report, “Simplify PC management and save IT admin time with an automated support service,” dated September 2023. Testing commissioned by Dell, conducted in the United States. Actual results will vary. Full report.
4 TSIA Award Profile. Excellence in Organization Convergence: Pan-Dell, Unified Contact Us Experience, 2023.
5 Customer success story with Phoenix Union. May 2022.

Alex Barretto

About the Author: Alex Barretto

Alex Barretto leads the PC Product Group and Services within CSG across Commercial, Consumer and Gaming. He is responsible for PC hardware and software engineering, software product management, product quality and operations across Dell products and CSG services, including support services and services digital capabilities. Previously Alex held various roles within Dell Services including spearheading the services component of server business transformation, driving the services integration of various transactions including EMC Services, and leading product management.   Prior to joining Dell in 2010, he was a management consultant with Bain & Company, focusing on corporate strategy, operations and M&A for clients in the technology industry. He has also worked in engineering and financial roles in Motorola’s cellular infrastructure group and KPMG’s financial risk services team respectively.   Alex holds an MBA from Massachusetts Institute of Technology and a BS in Electrical Engineering from Texas A&M University.