Supporting the Unknown


Whether Artificial Intelligence (AI) or the Internet of Things (IoT) become technologies for development and delivery of content or not, those of us who work in technical content of any kind will be servicing industries and customers where these technologies will take on ever-increasing importance. Some things will change, many things will remain the same. The question is, how do we prepare, especially when we know so little about reality amid all the hype?

This presentation will explore the nature of support content and how it needs to evolve in the world of IoT and AI, based on these three ideas:

  • Content has two purposes: learning, and the creation of relationships. We learn from everything we do, and theories such as minimalism are based on learning theory and cognitive science. When we give support, what kinds of learning are we engaging in, and how is it different or similar to other enterprise content?
  • We build relationships through the content – relationships with the company that provides the product or service, with connected objects, with software, and eventually, with “intelligent” non-human agents. This is the key to customer experience or journey and must be coherent end to end.
  • Content design that helps us plan for the unknown is content that enables us to own the future. This requires concrete methodologies and tools for evaluation of success, and we look at some ways to do this.

Three Takeaways:

  • Customer support means learning
  • Content creates relationships – and relationships make the customer journey
  • How to think about designing for the unknown to own the future