Support Red Hat customers’ desire to self-solve problems using resources available in the knowledgebase, download product software or installers, or quickly troubleshoot error messages via Red Hat’s award-winning customer support portal.
Leveraging Fusion signals and machine learning models, detect the intent behind users’ queries and provide search results that supply the documents and assets necessary to reach their objectives.
Over a two-month period of 2020, support case deflection rate was 7.39%, with over 2,700 support cases deflected. Compared to October 2018, when the deflection rate was just 1.8%, this amounts to an increase of 311% in the self-solve rate.