Dezide Sells Self-Service Software to One of World’s Largest IT Companies


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Dezide to deliver self-service software for global distribution to IT vendor’s ink jet customers

The software company Dezide in Denmark has secured an impressive order from one of the world’s largest IT companies. The company’s software will be used to improve the guided troubleshooting capabilities in the IT vendor’s self-service software.

Due to the vendor’s PR policies, we are not able to name the vendor in this press announcement, other than to state that it is one of the world’s top 5 IT vendors within printers, PCs, servers, etc. and that the current license agreement is on a world-wide scale.

“The order is of a good size and is therefore very important to us. Furthermore as this vendor is well-known for its high quality products, we see it as a stamp of quality on our software that they want to distribute it globally to its customers”, says Claus Skaaning.

He is managing director of Dezide which has specialized in software for knowledge management and guided troubleshooting in the telecom and IT industries. Dezide was founded in 2001. Today the company has many enterprises in the telecom- and IT-industries among the customers, both in Denmark, Switzerland, the US, Iceland and the Middle-East.

The current project was started in early 2007 and will continue through 2008. The first software using embedded Dezide Troubleshooter software is planned to go into production end of 2008.

The vendor’s ink jet group chose Dezide’s solution due to its built-in intelligence and capability to handle guided troubleshooting for complex printing problems. Furthermore, the ease of management of Dezide’s knowledge management tools was very important. Dezide’s solution was viewed as the technical leading solution due to the built-in artificial intelligence that makes it possible to develop the knowledge base quickly and make it easier and faster for users to be guided to help for complex problems. In addition the solution is self-learning, i.e., it can improve itself automatically over time as it is being used.

The Dezide Troubleshooter will be implemented as part of the vendor’s self-service software installed on the customer’s PC providing a guided troubleshooting experience in case of problems with the vendor’s products and associated software. The combined product will be named “Guided Solutions” and has the primary goal of enhancing the early detection of problems and guide customers to resolutions of these. Whenever possible the software detects and fixes many issues without the customer noticing. “Guided Solutions” utilizes a number of “collectors” for collecting information about the customer’s system such as hardware status and software settings. This information is used by “Guided Solutions” for determining the best solution to show the customer. All sessions are logged and collected on the vendor’s servers and used for generating valuable statistics and to improve the troubleshooting guides by learning from real-world cases. “Guided Solutions” will allow the customer to request help in case the problem wasn’t solved. In this case all collected information will be seamlessly transferred to a support agent through the use of a troubleshooting code that enables the support agent to view the entire customer case –even with no internet connection available.

Dezide’s intelligent guides are based on artificial intelligence technology and will ask a sequence of questions to identify the cause of the problem and will then suggest various solutions. The questioning process is dynamic and continuously optimized based on the latest available information to shorten it as much as possible.

“We view Dezide’s intelligent software as a key element in making our software more user-friendly and effective in resolving customer issues. Long-term we envision the software becoming more predictive and able to fix problems by itself, further eliminating customers’ problems and helping them get the most of our products”, says a Vice President from the vendor.

The goal of the “Guided Solutions” is to be able to reduce the call volume for top customer issues with at least 10%. This includes issues with not being able to print, paper jams, ink problems, scanner issues, etc.

Dezide is a Denmark-based company that has grown with two-digit rates over the past three years. This tendency is expected to continue in 2008.

Sample screenshot from the Troubleshooter prototype.

For more information contact Claus Skaaning, Managing Director, Dezide on +45 96557370 or email [email protected].

About Dezide

Dezide develops and sells software for self-service and knowledge sharing, based on the newest technology for problem solving and artificial intelligence. Dezide was established in November 2001 as a spinout of Hewlett-Packard. Dezide is based in Denmark and has customers in, e.g., Denmark, Sweden, the US, Japan, Iceland, the Middle East and Switzerland.

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