Jan. 23, 2023
AptEdge was founded by Aakrit Prasad and Anthony Kilman, who saw firsthand the challenges that companies face in managing customer support. As a product leader at AppDynamics, Aakrit worked on the core product and support escalations while Anthony led engineering. Together, they saw the lack of visibility into issues caused by product updates that could lead to escalations and realized that there was no easy way for businesses to quickly determine which tickets were related and if there was a trend pointing to a particular feature or product update as the root cause.
Without a process to sort and link related tickets, support agents had to conduct redundant investigations and file duplicate escalations. This led to slower response times, more escalations to product/engineering teams, and ultimately churned customers.
Determined to solve this problem, Aakrit and Anthony built a layer of intelligence powered by Generative AI (GPT) that sits on top of the ticket data and can analyze tickets in real-time to detect similarities. They also listened to front-line agents about their support workflow and learned about the importance of surfacing knowledge articles and providing analytics for all tickets. After building in silence for over a year, AptEdge emerged as a comprehensive platform that not only detects ticket trends but also surfaces knowledge articles, customer sentiment and provides comprehensive analytics for executives to understand their customers' voices better.
Today, AptEdge is helping businesses worldwide improve their customer service operations and drive business growth. Its AI-powered insights, comprehensive view of customer needs, and data-driven approach have made it an essential tool for any business looking to deliver an exceptional customer experience.
As businesses continue to prioritize the customer experience, it's more important than ever to have a customer service platform that can deliver results. That's where AptEdge comes in.
AptEdge is a cutting-edge customer service platform that leverages artificial intelligence to help businesses improve their resolution times, prevent escalations, and deliver an exceptional customer experience. But what sets AptEdge apart from other customer service platforms? Here are a few key differentiators:
AI-powered insights: AptEdge uses artificial intelligence to analyze ticket data in real-time and identify trends and patterns, link related issues, and provide access to knowledge articles and analytics. This helps businesses resolve issues faster and improve their resolution times, leading to a better customer experience.
A comprehensive view of customer needs: AptEdge integrates with various tools and systems that a business uses, giving customer support teams a complete view of their customers' needs. This enables businesses to prioritize issues that affect high-value customers and deliver a more personalized experience.
Data-driven approach: AptEdge provides detailed analytics and customer sentiment data to businesses, giving them valuable insights into their customers' needs and preferences. This enables businesses to make more informed decisions about their products and services and drive business growth.
As customer expectations continue to rise, businesses look for new and innovative ways to deliver an exceptional customer experience. AptEdge is at the forefront of this movement, using artificial intelligence and a data-driven approach to help businesses understand and respond to their customers' needs.
But AptEdge's commitment to customer experience doesn't stop there. The company is constantly looking for ways to improve and evolve its platform to meet the changing needs of businesses and their customers.
One of the ways AptEdge is looking to the future is by expanding its AI capabilities. The company is working on new and advanced algorithms that can analyze even more data in real-time and provide even deeper insights into customer behavior and needs.
"We believe that artificial intelligence, especially with recent innovations in generative AI, has the power to revolutionize the way businesses approach customer care," says Aakrit Prasad, co-founder of AptEdge. "By continuing to invest in and develop our AI capabilities, we can help businesses stay ahead of the curve and deliver an even more exceptional customer experience."
Another way AptEdge looks to the future is by building partnerships with other customer experience leaders. The company is working with other technology providers and service providers to create integrated solutions to help businesses deliver a seamless and consistent customer experience across multiple channels.
"Customer experience doesn't just happen within a single tool or platform," says Aakrit. "That's why we're building partnerships with other customer experience leaders to create a holistic and integrated approach to customer support."
Overall, AptEdge is committed to helping businesses deliver an exceptional customer experience now and in the future. With its AI-powered insights, comprehensive view of customer needs, and partnerships with other customer experience leaders, AptEdge is well-positioned to help businesses stay ahead of the curve and meet evolving needs.