The Proactive Support Agent (PSA) is an extensible Gen AI platform that automates support processes to resolve Enterprise Support tickets rapidly, with minimal involvement from the support staff.
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We all know the problem. When customers contact your support center, they often are short of time, and are in dire need of a resolution. Your company’s reputation and the lifetime value of that customer hangs in the balance of how quickly you can respond and resolve their issue.
Products and services are more complex than ever, while every customer support organization is resource constrained. When the customer submits a ticket, often the support professionals need to get clarifications or get additional information. Not only that, with gigabytes of technical documentation in structured DB/XML/CSV, unstructured HTML/PDF/Word files and millions of past tickets, customer support professionals often fail to quickly find the answers that customers want. And, for many issues the answers may not be documented, but present as “tribal knowledge” with a senior staff.
The Quark.ai Proactive Support Agent is an extensible enterprise-wide platform that uses Generative AI to automate the resolution of support tickets from across the enterprise. The solution serves all support cases, including Tech Support, Field Support, Sales Support, Customer Service, IT Support and more. By automating Enterprise Support to the maximum extent possible, PSA minimizes time and cost of ticket resolution while it maximizes accuracy of the entire process.
Automate and optimize your customer support lifecycle with PSA, that automatically analyzes support tickets (or problem reports), communicates with the customer for clarifications and provides possible solutions. If the customer issue is not resolved, only then it involves a support agent/ engineer to help. The PSA uses Gen AI in the entire process, providing immediate support and efficiency at every step. The result is rapid ticket resolution, drastically reduced support costs and “happy customers.”
Use the power of generative AI throughout the support lifecycle. Provide instant resolutions to customers, tech support, field support and sale support staff to bring efficiency, increased customer loyalty and have happy employees.
When your customer has an issue, they can go to your support portal to create a ticket. As they type, the Quark.ai’s PSA analyzes the ticket in real-time to provide possible resolutions – to deflect.
If the customer decides to create the ticket, the PSA immediately analyzes it to determine if all the required information is present, if not it adds a comment and sends the ticket back to the customer for clarification.
Once the customer replies, it now analyzes it and then looks up the reference data for resolutions and replies. Your reference data can be unstructured, structured or service requests. The conversation with the customer continues, until resolution. If at any stage, the PSA determines that a support staff is needed, the ticket is routed accordingly for resolution.
Quark.ai supports Salesforce, ServiceNow, Zendesk and Atlassian.
When your customer has a problem at the site, the PSA dialogs with the customer to resolve it automatically, if possible. If a technician is needed at the site, it equips the technician with all necessary information and parts to make the trip productive. It provides the technician instant information on the trouble ticket, items required to fix the issue, specific instructions on how to resolve the issue, as well as easily allow them to place an order as needed. Quark.ai’s PSA also includes Workflow Automation technology to help the support staff easily walk through workflow steps to resolve issues. You can provide this technology on their mobile device via chatbot or even voice bot.
Sales and customer success employees need accurate product information (based on the customer’s specific specs), features, pricing, promotions, inventory, warranty and more. They need to know how to effectively upsell, based on the customer's purchase history and upcoming needs. Quark.ai can also help with filling out RFPs, getting answers from contracts and more.
Additionally, as B2B online commerce experiences explosive growth, Quark.ai can help with rapid product discovery on your website, helping customers find the right products based on their specs rapidly using an automated conversational interface. Quark.ai’s unique ability to handle structured and unstructured data will enable you to provide any information that the customer may need to complete a purchase. The result is a drastic increase in sales and customer happiness.
Organizations need to provide support to employees daily for them to perform their jobs efficiently. This includes help with installation, configuration, troubleshooting of devices, network connectivity, and even help with specialized applications like SAP. Quark.ai’s PSA can be very helpful in providing instant answers to employees anytime, whether they are working in the office or remotely.
info@quark.ai (415) 598-7380
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