Injecting Digitized Knowledge into the Technical Support Dialog

  • Don AllenEmail author
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 722)


This paper is a case study of the journey that the Cisco Global Technical Assistance Center has undertaken to move towards a data driven support organization. The different factors and business functions impacted by this effort will be identified and examined along with the various programs, products, and processes that have been introduced to enable the organization to capture, exercise, and consume digitized knowledge (dK). The efficacy and pitfalls of the process of moving from a grassroots effort to a systemic, structured business operation will be discussed.


Digitized knowledge Hybrid intelligent system Data driven organization Human-artificial knowledge systems Technical support systems 



The information described in this paper is based on the hard work and dedications of the men and women of Cisco Global TAC.


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Copyright information

© Springer International Publishing AG 2018

Authors and Affiliations

  1. 1.Cisco Systems, Inc., Global Technical Assistance CenterColroado SpringsUSA

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