Computer Manufacturers and ISVs Leverage noHold’s Artificial Intelligence to Help with Meltdown and Spectre Crisis

January 31, 2018, MILPITAS, CA – At the beginning of 2018, the news broke about Meltdown and Spectre, two new computer vulnerabilities that put almost all processors manufactured in the last 20 years at risk for a cyber attack. According to The New York Times, almost all devices can possess the security flaw including desktops, laptops, cloud-based computers, tablets, smartphones, and other gadgets.

This news made waves in all aspects of a business, including the less obvious impact it had on the customer support teams. noHold works with some of the leaders in PC manufacturing and in the software industry. As you can imagine, these type of companies saw a significant increase in Virtual Assistant interactions regarding the crisis. The bulk of the questions being asked were, “Am I affected?” and, “How do I fix it?”

Here is a quick summary showing just how quickly these companies were able to respond to their customers through the virtual assistant.

• At 9:15 am we got a call from some of our customer regarding the potential knowledge gap regarding the recent Spectre/Meltdown news.
• Immediately, noHold was able to look at the metrics and confirm that 5% of all contacts were about Spectre and Meltdown.
• By 10:10 am, relevant content was uploaded and live on the Virtual Assistant.
• In a matter of a week, the Virtual Assistant has successfully answered 97% of the questions regarding the crisis. The number is continuously growing as the security flaws become better known to the public.

This is a real time example of how a Virtual Assistant can help companies in the midst of a crisis. These companies were able to provide their customers with answers through their preferred channel, avoid a spike in call center interactions, and do it quickly. Diego Ventura, CEO and Founder of noHold adds, “Avoiding or helping a customer manage a crisis is one the most important things we do. I’m glad we played a role in helping customers’ better deal with this issue.”

Press Contact

Veronica Cech

Marketing Associate

vcech@nohold.com   

408.946.9200 ext. 356

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