Use Cases for Knowledge Orchestration

Prevent Escalations

GPT powered answers for immediate Tier 1 resolution, reducing escalation up to 35%

Why do you need to prevent escalations?

An under-discussed metric in customer support operations is the cost of prevention. Every ticket and escalation prevented impacts the spending of customer support departments. More tickets require more agents who in turn need training, benefits, and recruiting efforts.

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

Introducing Edges

AptEdge Edge Automation identifies common trends in support cases and tickets linked into resolutions. Using Edge Automation, a support team can lower ticket/support volumes by grouping common tickets for immediate deflection and reduce escalations by assigning tickets to the right team members. Additionally, product team and executives gain key insights into trends impacting CSAT and feature requests.

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How does it work?

GPT Answer Engine

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

Edge Automation

Analytics

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