Five Emerging Trends in Technical Support in Moncton and Around the Globe


The recent strides in the field of science and engineering are playing an instrumental role in introducing cutting-edge technologies in the business of technical support in Moncton, Halifax, and other places around the world and the most significant of them are illustrated below in brief.

The present decade is witnessing a rapid progress in technical support in Moncton, Halifax, and other parts of the world for catching up with DSTs (disruptive services technologies). These bleeding edge innovations have induced some fundamental changes in the delivery process of the support services. The following technological trends discussed below are expected for fueling the growth of the technical support sector, and shaping radically new paradigms of the support services in the coming years.

  • AI and VA

Chat-bots have witnessed some amount of success in the consumer sector and are yet to accomplish the business objectives in enterprise customer support. With new technology disruptions like artificially intelligent (AI) conversation platforms, addressing the pressing challenges NLP (natural language processing), and deep machine learning, it is now possible to build more advanced virtual agents (VAs) with comprehensive and exhaustive knowledge bases about the products that are to support. In essence, it is going to provide end users or the tertiary beneficiaries with a refreshingly new way of communicating with the support services, and that is to go beyond the peripheries of the traditional help desk. Also, it will enable a support organization for scaling to unexplored product domains, and without the requirement of scaling its workforce in proportion.

  • AR and VR

Technical support necessarily means a sharing of knowledge and expertise. With futuristic technologies like augmented reality (AR) and virtual reality (VR) reaching the next level of maturity, they are to become more commonplace in technical support services in Moncton, Halifax, and elsewhere, particularly when it comes to hardware support. For instance, a remote specialist could provide a field professional with visual guidance who is to use a mobile gadget or AR glasses for fixing an issue, an inexperienced agent could be rigorously trained on complex operations procedures in a virtual reality-based game-like environment and a client could be adequately guided to any particularly augmented reality enabled procedure for resolving an issue on one’s own after communicating with a virtual personnel. The creation and curation of augmented/virtual reality capabilities are to further empower the support expertise to go beyond the confines of time, geography, and even the organization. This technical breakthrough could also nurture a broader ecosystem that is to encourage knowledge sharing, where a problem could be solved by any individual, who is to offer expertise and time and to get rewarded in return.

  • Smart device support

The present-day devices are increasingly carrying a fairly large number of embedded sensors with enhanced monitoring capabilities for collecting information about themselves as well as the environment that surrounds them. It is merely a matter of time when the technical support engineers in Moncton, Halifax, and other places on the planet are to leverage the power of the electronic sensors and data monitoring, and depend on predictive analytics as well as perform maintenance, replacement, or repair jobs in a proactive manner. For instance, the next generation of intelligent ATMs could be armed with sensors that are to go beyond the traditional realms of collecting the system data and machine logs, and are to monitor user access, cash levels, noise, temperature, and what not! By harnessing the true power of predictive analytics, support-critical events including any anomaly could be promptly detected even before the issue starts to surface. In order to come up with a smart support paradigm of that stature, one is required to devise a suitable way for collecting and processing information in real time and performing intelligent support actions. The industry is to push for even more standardization of APIs (application programming interfaces), data collection platforms, and data format to offer data analytics services.

  • Block-chain

Technical support services in Moncton, Halifax, and other geographical locations worldwide are comprised of several canonical applications of the block-chain, such as supply chain, parts, and logistics, transaction, and billing, to name a few. Block-chain technology offers a distributed, shared, and decentralized ledger, which plays the role of a foundation for mutually trusted collaboration among all the stakeholders involved with the virtue of the technical support operations processes. As the industry practitioners continue to accumulate more experience about block-chain, the next big wave of innovations is to concentrate on the standardization of the block-chain solutions that could be capable of seamlessly integrating with the IT systems of an organization for co-driving the growth of the technical support services ecosystem.

  • Cloud

Cloud technology offers ubiquitous computing, network infrastructure, and storage much required in the next wave of technology support paradigm. The artificially intelligent and conversational platforms were made to born and improvised on the cloud itself; the content produced by the augmented/virtual reality is to be stored, managed, and delivered as well through the cloud, and the intelligent devices support platform is to be made on the cloud, employing space-age technologies like BD (big data) and ML (machine learning) as well. Cloud-powered managed networks of block-chain like that of the IBM are to underpin the different block-chain compliant solutions that are emerging in the ever-evolving domain of technical support in Montana, Halifax, and other locations on the Earth.  The primary advantage of the cloud is its inherent scalability that proves to be the key to solving the issue of scalability in technical support also.

In the present era of digitization when technologies like artificial intelligence and cloud computation are leading the way technology had been designed, regulated, and delivered, the age-old support models built upon the break-fix methodology are no longer relevant. The technical support services specialist at IBM who are painstakingly working for transforming their very own practices to make them align with the present set of innovations taking place in the field of hardware and software, are pretty much aware that without a contemporary approach and well-established support structure, the support services are to fail miserably and are not to match the pace of the technical progress. At the present pace of innovation, the current trends in the sphere of the technologies described so far are to play an instrumental role in speeding up the much-required transformation of the support services that are driven by technology in the years ahead.

Tag: Technical support Moncton

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