Learn how Quark.ai's industry-leading Deep Learning NLP helps to increase support productivity at scale and develop a superior customer experience. Listen in on Quark.ai CEO, Prosenjit Sen's conversation with the Sr. Director of a large Cloud Software company where they discussed how Quark helped the company provide their customers with a multi-channel self-service system and empowered their support staff with instant answers to support cases, directly from their reference documents.
Take this opportunity to get ahead of your markets, by gaining insights into the challenges facing enterprises as their content volumes explode, providing a serving pace that is both continuous and fast, and lastly, managing elevated customer support expectations and employee knowledge gaps, that have become more pronounced as we come out of the pandemic.
We had an amazing Technology & Services Industry Association (TSIA) event, with many attendees coming to our booth and many more attending our breakout speaking session. The session was delivered by Quark.ai’s Co-Founder and Chief Executive Officer Prosenjit Sen.
The largely manual process of Customer Support is inefficient, time-consuming, expensive and frustrating – often resulting in low CSAT. The situation deteriorates even more as the company adds customers — and customer inquiries. Quark.ai provides Autonomous Customer Support – eliminating hours of document reviews and improving Customer Support productivity.
Quark.ai is using Automated Customer Support to unlock substantial value across the technology stack with functionalities like Auto Response, Auto Action and Auto Documentation. When the customer submits a case, Quark.ai is triggered automatically to interpret the case and pull up resolutions from reference documents. If a resolution has a high confidence score, Quark.ai automatically responds to the customer (Auto Response) or takes corrective action (Auto Action) based on the content of the resolution.
Automation quickly brings substantial improvement in productivity. One Quark ai Fortune 1000 customer reports 35% improvement in Customer Service productivity.
From data ingestion to case resolution, the Quark.ai Autonomous Customer Support platform uses automation to drive prompt, accurate and complete resolution to customer issues.
A TSIA survey asserts that 76 products are considered highly complex. More than half a Customer Support agent’s time is spent identifying the problem — and then researching it. Automation in Customer Support is not just a solution. It is a requirement.
One of the largest areas facing transformation today is Customer Support and Customer Success. At the 2021 B2B Summit, Prosenjit Sen shares how Quark.ai is automating tech support in an unprecedented way.
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