Use Cases for Knowledge Orchestration

Prevent Escalations

Instant 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 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?

01

Unified Search

Index and search 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.

02

Edge Automation

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.

03

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.

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 all the common ticketing, knowledge base, social, and project tracking platforms to bring the most relevant answers

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See how AptEdge can help you reduce tickets and costs through AI-Driven Knowledge Orchestration

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Ticket Volume Reduction

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Improved CSAT

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Improved Resolution Time

Get Going Today !

AptEdge is easy to use, works out of the box, and can be set up in minutes.

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