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.
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.
Trusted by
How does it work?
01
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.
02
Edge Automation
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.
03
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.
AI Impacts on Customer Support
Generative AI is revolutionizing customer support by providing agents with immediate access to critical information. This cutting-edge technology enhances the customer experience by equipping support teams with the tools needed to resolve issues swiftly and effectively, ensuring high-quality service and support continuity.
Navigating the Knowledge Explosion: The Evolving Role of Customer Support Systems
As knowledge sources grow and information systems expand, customer support needs to evolve. How do teams access and merge diverse knowledge repositories in real time? Developments in AI are transforming how support professionals provide timely and effective service to customers in a rapidly changing environment.
Generative AI: Enhancing Customer Feedback Loops for Superior Product Development
AI Technologies are key in gathering real-time customer feedback across multiple channels and sharing them cross functionally. This integration boosts the effectiveness of frontline agents in resolving issues and enriches product development with valuable insights, fostering continuous improvement and customer satisfaction.
Stretching the Dollar with Generative AI
By quantifying the return on investment, AI tools help shift the perception of customer support from a cost center to a revenue-generating asset. This shift in operational efficiency and increase in customer satisfaction will increase CFO satisfaction.
Our CSAT has been 99% since we put AptEdge in use. With AptEdge we were able to get answers to our customers quickly and accurately.
Renee Bastine
Sr. Director, Global Customer Support
Explore our Integrations
AptEdge integrates and indexes many common ticketing, knowledge base, social, and project tracking platforms to bring the most relevant answers
