Use Cases for Knowledge Orchestration

Improved Resolution Time

GPT powered answers to improve first contact resolutions and average handle time by 40%

Why do you need to improve resolution time?

The number one request customers want customer support agents to help them resolve issues in one interaction.

shows the average cost of resolving ticket for level 1, 22 dollar and desktop support ticket is 22 dollar

Introducing Edges

AptEdge Edge Automation leverages proprietary Machine Learning models to identify common trends in support cases and tickets linked into resolutions. Using Edge Automation supports team can lower ticket/support volumes by grouping common tickets for immediate deflection and reduce escalations by assigning tickets to the right escalation team members. Additionally, product team and executives get key insight into potential trends impacting CSAT and feature request.

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How it works?

GPT Answer Engine

Answers powered by Generative AI connecting disparate systems including knowledge bases, ticketing platforms, project trackers, and social channels to bring the most relevant answers. Available via web interface, desktop app, or embedded in common platforms such as Salesforce, Zendesk and ServiceNow. AptEdge's proprietary Machine Learning brings the industry's most accurate results real time.

Edge Automation

Analytics

AptEdge Analytics provides a holistic view of the health of support environment pulling in knowledge sources across multiple platforms. Understand immediate themes and trends related by customer, product, or ticket type over time to drive efficiency and key business insights.