Use Cases for Knowledge Orchestration
GPT powered answers to automate and deflect support cases, leading to 30% more agent productivity
Customer care leaders are facing a perfect storm of challenges: call volumes are up, employees are leaving and rising customer expectations.
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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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.
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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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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.
Charles Coaxum
Former VP, Customer Experience
AptEdge integrates and indexes many common ticketing, knowledge base, social, and project tracking platforms to bring the most relevant answers