Empowering Customers with Self-Service Cyber Security Support

Founded in 1982, Symantec is a global leader in cybersecurity. The company was working to integrate a series of acquired technologies into its portfolio and wanted to create a unified, intuitive enterprise support experience where customers can quickly and easily find the information they need using any device.

We took an evidence-based approach to define and map Symantec’s strategic customer experience vision and prioritize required features. After creating a more streamlined content strategy, we assisted Symantec with a full support portal redesign for Support.Symantec.com, including creating a new user experience and establishing a scalable design system to guide future projects.

Symantec also wanted to decrease the volume of interaction between customers and call center representatives while increasing self-service options. To accomplish this, our artificial intelligence (AI) experts leveraged Microsoft Azure to develop a new virtual support agent called “Sami.” We worked with Symantec to curate several hundred articles to create a series of knowledge bases that allow Sami to give concise answers to a variety of questions. 

To replicate the same advanced customer experience provided by live agents, Sami’s first step is to use natural language processing to answer basic questions through a broader search. Sami can also quickly look up a customer, validate their account, and understand their specific product entitlement. When necessary, Sami can seamlessly open a support case or connect the customer to a live agent.

Since implementing Sami, Symantec has seen a reduction in phone channel usage and case abandonment, and has improved its overall knowledge quality by analyzing the questions customers ask its virtual agent.