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Let “Ava” take care of your support needs quickly

By Matt Abelson, Senior Marketing Manager, Global Services

In today's fast-paced business world, efficient technical support is crucial for maintaining seamless operations. When technical issues arise, the ability to resolve them swiftly can make the difference between satisfied end users and frustrated ones. This is where Ava – our virtual assistant – comes in, offering a powerful and efficient solution for addressing technical support issues. Ava is an easy-to-use entry point into the HPE Networking Support Portal which was recently awarded the 2024 Gold Stevie® award for Innovation in Customer Service – Computer Industries, and the 2023 STAR Award for Innovation in Customer Portals that Improve the Digital Customer Experience from the Technology & Services Industry Association (TSIA). Ava is available to all HPE Aruba Networking customers.

In this blog, we'll explore how Ava can help organizations resolve technical support issues quickly and effectively.

1. 24/7 availability - One of the key advantages of Ava is 24/7 availability. For those customers without a 24/7 Foundational Care support contract, Ava is available round-the-clock, so that IT teams can address technical issues at any time of the day or night.

2. Multilingual support - Ava provides support in 13 languages (with more coming soon), ensuring that technical issues are addressed efficiently for customers regardless of their location or language preference.

3. Chat with live agent - If Ava doesn’t have the answer to an issue, users may choose to chat with a live agent 24/5 with a click of a button. And with Ava’s two-way translation feature, users can chat with a live agent in any language!

4. Case logging and management - For those that prefer to simply log a case, a service request may be created by answering a few questions through Ava. Users can even attach log files! If a hardware RMA request needs to be initiated, Ava can help with that as well. Plus, users can view or update an existing case through Ava.

5. Knowledge base integration - Through Ava, users gain access to multiple HPE Aruba Networking knowledge bases which provide a wealth of information and technical documentation. This means that when customers encounter specific technical issues, Ava can provide step-by-step solutions, troubleshooting guides, and relevant articles, empowering users to resolve problems independently.

6. Data analysis and improvement - Ava is constantly evolving. By analyzing the interactions and feedback it receives, it can identify common technical issues and areas where improvements are needed. This data-driven approach makes Ava smarter every day!

In conclusion, Ava offers a powerful and efficient solution for resolving technical support issues in your business. With 24/7 availability, instant responses, scalability, consistency, knowledge base integration, multilingual support, and continuous improvement, it can significantly enhance your technical support capabilities. By leveraging the benefits of AI-powered virtual assistance, your business can provide exceptional support to customers and maintain a competitive edge in today's fast-paced digital landscape.

To meet Ava, please visit the HPE Networking Support Portal.