First level support, often referred to as frontline support or tier 1 support, is the first point of contact for users or customers who have technical problems, questions or concerns. It is usually basic support that attempts to resolve the issue at first contact without having to refer the user to specialized teams.
Some key aspects of first level support are:
First level support plays a crucial role in a company's IT infrastructure. It is not only responsible for solving technical problems, but also ensures that users are satisfied and that the technology runs smoothly.
AI-powered tools like MAIA enable efficiency optimizations here. Instead of users having to wait for a human support agent, they could direct their questions or concerns to the AI. By accessing uploaded documentation, users receive real-time answers based on the most current and relevant information. This not only reduces response time, but also frees up human support to focus on more complex inquiries.