There are few call types that are more complex than Technical Support. They can be immensely complicated calls that delve into multi-step processes that are challenging for live agents to handle – let alone a self-service application. Typically, there are about five to ten key questions being asked time and time again. However, due to the specificity of technical support and the varying levels of customer knowledge about technology, even those common questions have been typically referred to live agents. Ideally an automated system can present a diagnostic approach informed from hundreds of previous calls, which can fully address a medium-level complexity of calls on average, to take some of the weight off the shoulders of the agents.