A discussion on the emerging importance of self-help components on the web, and how Microsoft’s Automated Service Agents can provide a new paradigm in customer care and how people find the information they need.

Clinton Dickey
Microsoft
As group manager for the Automated Service Agent group at Microsoft, Clinton Dickey leads the team is responsible for shaping and delivering the ASA product and its business. In this capacity, Dickey works closely with customers and partners to help define the product to help resolve customer care issues and enhance their customer service experience. Dickey joined Microsoft in 2001 working in various roles within the Communications Sector, including playing a role in the acquisition of Colloquis in October, 2006.Prior to joining Microsoft, Dickey was a product manager for the first digital simultaneous voice and data modem at Prometheus. Previously, he worked for Inter-Tel, Inc., where he was a product manager for the first digital VoIP gateway. Dickey holds an M.B.A. from Portland State University and a bachelor’s degree in computer science from the University of Oregon.
In his spare time you may find Dickey fueling his love of video games with his three sons and wife of 15 years.

Conference Notes

Microsoft has rolled out a new product for self help on the Web Experience. Automated Service Agents allow for Question Answer Actions to be an all in one package.

Summary
• The web is a perfect medium for self service
• Customer want to find their answers online
• ASA offers a new way to access information
• ASA provides an experience that improves customer satisfaction and allow a user to take action on information.

Price 35-50 per session?

Automatically passed the log of questions to the hand of different customer service agents.
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