digital first support

Digital first support refers to a customer service model that prioritizes digital channels over traditional phone or in-person support. Intel's shift to an AI front end called Ask Intel exemplifies this approach, routing most inbound requests through automated diagnostics and removing public phone lines in many countries. This raises practical and operational questions for consumers and channel partners. The tag covers discussions about the transition to digital-first support strategies, including the use of AI, automation, and self-service tools, as well as the implications for user experience, accessibility, and support efficiency.