In this Innovation Profile, Kieron Allen reviews the latest innovations coming from AptEdge, which also provides a demo of its generative AI-powered framework to enhance customer support.
Highlights
00:17 — AptEdge is redefining customer support with a generative AI-powered framework that provides support agents with instant contextual access to all of a company’s knowledge silos.
00:30 — The primary goal of the AptEdge team is to transform the customer experience function. In larger organizations, centralizing business knowledge into a single repository is an almost impossible feat, making it difficult for customer service agents to access information on demand when dealing with active support requests.
01:02 — AptEdge tackles this problem using support-centric AI that automates search across knowledge silos to extract answers quickly. In practice, this means support agents can immediately access contextual information, providing a better customer experience.
01:24— Companies that use AptEdge accelerate customer response times and provide a personalized user experience. This leads to an improvement in customer satisfaction and a reduction in customer churn.
01:58 — Driving the functionality of AptEdge is AnswerGPT, the company’s proprietary AI technology. It crawls and finds all sources of knowledge and then utilizes large language models to create and personalize customer responses.
02:17 — It’s constantly adding more databases and systems of knowledge, as well as building workflows to summarize information and create advanced personalized responses.
02:46 — The company offers a unique offering in response to the growing pressures on customer support teams.
03:00 — Co-founder and CEO Aakrit Prasad presents a demo of AptEdge technology, made possible through its proprietary AI model that looks at the context around knowledge relationship; semantic understanding of language and tone; and the content that’s being asked and reviewed and more to lead to customer service reps getting the most dialed-in, accurate, and acceptable answer.
