About
Tufin, a global leader in network security policy management, needed a streamlined way to manage knowledge across multiple platforms, including providing agents with answers and auto-updating knowledge base articles. By implementing AptEdge’s AI-driven solution, they reduced response times, improved support efficiency, and enhanced customer sentiment analysis.
Challenge
Tufin’s technical support and documentation teams struggled with knowledge scattered across Salesforce, Confluence, Jira, and Slack. Engineers and documentation managers spent excessive time locating relevant information, leading to inefficiencies in case resolution and internal collaboration.
Fragmented Knowledge Sources
Knowledge was distributed across Salesforce, Confluence, Jira, and Slack.
Slow Information Discovery
Engineers spent excessive time locating relevant information.
Inefficient Collaboration
Documentation and support teams faced delays in case resolution and internal communication.
Solution
AptEdge provided Tufin with an AI-driven knowledge platform that centralized access to critical information, enabling faster support answers and real-time documentation updates.
AI-Powered Knowledge Access
AptEdge aggregated Tufin’s knowledge sources, allowing engineers and support teams to retrieve relevant insights instantly.
Real-time Ticket Insights
Engineers received instant summaries of ongoing support cases without manually analyzing extensive logs.
Centralized Knowledge Retrieval
Connected disparate sources and surfaced relevant information when needed. AptEdge analyzed charts, graphs, attachments, and session data in addition to text.
Auto-Updating Knowledge Base
Generated and updated knowledge base article drafts based on newly resolved support cases.
Customer Sentiment & Support Efficiency
Customer success teams leveraged AptEdge to quickly assess ticket status and improve customer communication.
Customer Sentiment Analysis
Extracted actionable insights from support cases to enable proactive issue resolution.
Optimized Workflows
Reduced redundant escalations and manual tracking efforts.
Results
Tufin transformed its approach to knowledge management and customer support.
- Faster resolution times leading to higher CSAT scores
- Scalability without increased costs by handling more cases with existing resources
- Improved support efficiency through centralized knowledge access
- Future expansion plans to self-service portals
Looking Ahead
- Tufin plans to extend AptEdge capabilities to customer-facing services.
- Empower users with self-service troubleshooting.
- Reduce dependency on manual support.
- Continue leveraging AI-powered insights to improve knowledge management and customer satisfaction.
In their words
We’re now focused on bringing these efficiencies to our customers, improving self-service options, and further streamlining our knowledge management.