It is an extensible Generative AI platform called the Quark.ai Proactive Support Agent (PSA) that automates support processes to resolve Enterprise Support tickets rapidly, with minimal involvement from support staff.
It is an extensible Generative AI platform called the Quark.ai Proactive Support Agent (PSA) that automates support processes to resolve Enterprise Support tickets rapidly, with minimal involvement from support staff. The PSA uses Generative AI to analyze support tickets, communicate with customers for clarifications, and provide possible solutions, only escalating to a human agent if the issue remains unresolved. It integrates with platforms like Salesforce, ServiceNow, Zendesk, and Atlassian, and supports various use cases, including Technical Support, Field Support, Sales Support, and Internal Support.
The PSA operates by analyzing tickets in real-time as customers create them, offering immediate resolutions or requesting additional information if needed. It leverages structured and unstructured data, including technical documentation, past tickets, and tribal knowledge, to provide accurate and efficient solutions. For field technicians, it equips them with necessary information, parts, and instructions to resolve issues on-site. Additionally, it assists sales and customer success teams by providing accurate product information, pricing, and upselling opportunities based on customer history.
Quark.ai’s PSA also enhances B2B e-commerce by enabling rapid product discovery through an automated conversational interface, increasing sales and customer satisfaction. For internal employee support, it provides instant answers for troubleshooting, configuration, and specialized applications like SAP, improving productivity for both office and remote workers. By automating and optimizing the support lifecycle, the PSA drastically reduces support costs, improves resolution times, and enhances customer and employee satisfaction.
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