If you opened a case on Windchill Functionality or Business Administration recently, and your language preference is set to English, then the chances are you will have encountered Dylan:
Here's some background to help you to get familiar with with him, so that you know what to expect.
At PTC, we're encouraged to "take a fresh look" at everything we do, and it turns out that the search UI we used to display when opening a case was not very effective at matching issue descriptions with the best knowledge to solve your problems on the spot. Most times, the right article was available, just not returned.
Getting a quick, convenient and effective solution to your issue is right up there on our list of priorities, and recent advances in data analytics and machine learning have given us some great opportunities to return relevant article suggestions in a much more focused way than the previous UI did. We also added some new features to help solve your issue with knowledge, including sending some suggested articles by email to test at the same time as opening a case.
This live proof of concept will enable us to understand the value of this change, and determine whether it can also be extended to other PTC products.
If you have any questions or comments about Dylan, please post below. We're interested to hear about (and keep on improving) your experience.