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Today in high-tech and industrial companies, support engineers spend 52% of their time identifying a failing component and researching how to resolve a support case submitted by a customer stymied by self-service. With complex products, the velocity of releases, and fragmented reference data, finding the right resolution equipped with only “search” is like finding a needle in a haystack. Similarly, call centers are overwhelmed by increasing call volumes and ever-lengthening wait times as support agents struggle to find the resolution to an end-customer’s query.
Quark.ai is an autonomous support platform that solves these problems with automation. Quark.ai combines deep learning, natural language processing (NLP), and computer vision to interpret complex support cases and automatically return resolutions from reference documents to the customer or support engineer. The result is skyrocketing support productivity and increasing CSAT and ESAT, far beyond what is achievable with a traditional knowledge management program.
Quark.ai can be used for self-service, for deflection when the customer is creating a support case, for omnichannel automated response/action, or by support agents/engineers for whom Quark.ai acts as the research assistant.
Distinguished VP, Technology Research, TSIA
Publish Date: May 20, 2021
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