Streamline processes and boost efficiency. Automate repetitive tasks, integrate systems, and orchestrate complex workflows to save time, reduce errors, and free up your team to focus on strategic initiatives.
Empower customers and employees to find answers and resolve issues independently. Reduce support ticket volume and improve satisfaction with knowledge bases, chatbots, and customer portals.
Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Create intelligent, natural-language interactions with customers and employees. Use conversational AI to power chatbots, virtual assistants, and voice interfaces that understand and respond to user intent.
Centralize information and empower users to find answers themselves. Create a searchable repository of articles, FAQs, and tutorials to improve self-service and reduce support burden. Provides a searchable database of support articles and resources for customers, agents and AI driven bots to deliver answers and support.
Workflow automation is the process of using rule-based logic to launch a series of tasks between systems using APIs. Tools that automate repetitive tasks and streamline business processes, improving efficiency, reducing errors, and freeing up resources for more strategic activities.
Microsoft is a global technology leader, providing cloud, AI, and business solutions like Microsoft Azure, Microsoft 365, and Dynamics 365 to support businesses worldwide.
Salesforce provides a comprehensive CRM platform, enabling businesses to manage sales, service, marketing, and commerce at scale, with AI-powered insights.
AptEdge provides AI-powered knowledge management and support solutions, streamlining customer service workflows and improving agent efficiency through contextual insights.
AptEdge provides AI-powered knowledge management and support solutions, streamlining customer service workflows and improving agent efficiency through contextual insights.
AptEdge provides a generative AI platform to automate knowledge retrieval and case resolution for support and CX teams. The platform connects siloed tools, predicts answers, and improves deflection and agent response through continuous learning.
Company Differentiation
Built by CX experts; learns from every agent interaction
For businesses seeking to streamline support operations and improve agent productivity, AptEdge provides an AI-powered platform that delivers actionable insights and automates workflows. CXponent offers expert guidance to help you implement AptEdge’s solutions, driving efficiency and customer satisfaction.
Key Features and Benefits
AI-Powered Knowledge Retrieval: Provide agents with instant access to relevant information, reducing resolution times.
Contextual Recommendations: AI identifies the next best actions based on real-time analysis of customer interactions.
Workflow Automation: Automate repetitive tasks, such as ticket creation and updates, to improve efficiency.
Seamless Integration: Connects with leading CRMs and ticketing systems like Salesforce and Zendesk.
Proactive Alerts: Predict potential issues and provide actionable insights to prevent escalations.
Technical Requirements
Requires integration with existing CRM or ticketing systems.
Cloud-based platform accessible via secure web access.
Supports APIs for advanced custom workflows and data integrations.
Business Requirements
Commitment to streamlining support processes and enhancing agent productivity.
Alignment between support and IT teams to ensure smooth integration and adoption.
Defined metrics for success, such as reduced ticket resolution times or improved CSAT scores.
Use Cases
Customer Support: Equip agents with instant, relevant knowledge to resolve customer issues faster.
IT Helpdesk: Automate ticket creation and updates, reducing workload and improving response times.
Field Services: Provide real-time insights and solutions for on-site technicians to enhance service quality.
Qualifying Questions
How do your agents currently access knowledge and resolve customer issues?
What systems are in place for managing customer interactions and workflows?
Are repetitive tasks, such as ticket updates, creating bottlenecks in your support process?
What are your key metrics for measuring support success, such as resolution time or agent satisfaction?
Implementation Timeline & Considerations
Timeline: Implementation typically takes 2-4 weeks, including platform setup and agent onboarding.
Integration: Ensure APIs and CRM connections are configured correctly to maximize platform utility.
Considerations: Agent training and change management are essential for successful adoption and ROI.
ROI and Business Impact
Faster Resolution Times: Reduce ticket resolution times by up to 30% with AI-driven recommendations.
Enhanced Productivity: Automate repetitive tasks, freeing agents to focus on complex issues and customer interactions.
Improved CSAT: Increase customer satisfaction scores by providing faster, more accurate resolutions.
Cost Model
AptEdge offers a subscription-based pricing model that scales based on the number of agents and the complexity of required integrations. Custom enterprise packages are available for businesses with unique needs or larger teams.
Roles of Decision Makers
Support Operations Manager: Oversees adoption and ensures alignment with operational goals.
IT Leadership: Manages technical integration and system compatibility.
Customer Experience (CX) Director: Tracks customer satisfaction and overall support performance.
Additional Considerations and Helpful Tips
Start with a pilot program to test AptEdge’s capabilities before full-scale implementation.
Encourage agent feedback to refine workflows and improve platform utility.
Use AptEdge’s analytics to identify recurring issues and implement proactive solutions.
Next Steps
Ready to optimize your support operations with AptEdge? Contact CXponent for expert guidance on implementing AptEdge’s AI-powered platform to enhance productivity and customer satisfaction.
Streamline processes and boost efficiency. Automate repetitive tasks, integrate systems, and orchestrate complex workflows to save time, reduce errors, and free up your team to focus on strategic initiatives.
Empower customers and employees to find answers and resolve issues independently. Reduce support ticket volume and improve satisfaction with knowledge bases, chatbots, and customer portals.
Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Create intelligent, natural-language interactions with customers and employees. Use conversational AI to power chatbots, virtual assistants, and voice interfaces that understand and respond to user intent.
Centralize information and empower users to find answers themselves. Create a searchable repository of articles, FAQs, and tutorials to improve self-service and reduce support burden. Provides a searchable database of support articles and resources for customers, agents and AI driven bots to deliver answers and support.
Workflow automation is the process of using rule-based logic to launch a series of tasks between systems using APIs. Tools that automate repetitive tasks and streamline business processes, improving efficiency, reducing errors, and freeing up resources for more strategic activities.
Microsoft is a global technology leader, providing cloud, AI, and business solutions like Microsoft Azure, Microsoft 365, and Dynamics 365 to support businesses worldwide.
Salesforce provides a comprehensive CRM platform, enabling businesses to manage sales, service, marketing, and commerce at scale, with AI-powered insights.
