Gen AI Platform Enables Automated Ticket Resolutions, Maximized Efficiency and Minimized Cost
SAN JOSE, CA / ACCESSWIRE / July 30, 2024 / Quark.ai, the Generative AI leader in Autonomous Customer Support, today announced the introduction of the Quark.ai Proactive Support Agent (PSA), an extensible Generative AI platform that delivers automation to resolve Enterprise Support tickets rapidly, often with nominal or no involvement from support staff.
The Quark.ai Proactive Support Agent is an extensible enterprise-wide platform that uses Generative AI to automate the resolution of support use cases from across the enterprise. The solution is an extension of its Autonomous Customer Support platform to serve virtually 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.
The Quark.ai PSA automatically fetches tickets and service requests as and when they are created, or updates are posted to them. It analyzes the ticket along with its every comment to decide the next best plan of action and acts on it. For instance, if it is a troubleshooting ticket then it may respond to the customer with either solutions to their problem or ask them for additional relevant information or request them to try certain steps and share their findings.
The PSA will try to find possible alternate solutions and narrows down the possibilities by working (communicating back and forth) with the customer and may help resolve the issue in the process. If it is unable to resolve the issue on its own or if it has exhausted possibilities or reached a roadblock then the PSA reaches out to L2/L3 engineers and collaborates with them via channels such as Slack and Microsoft Teams.
As another example, if the ticket is about a transactional request (such as license renewal) or if it is requesting certain information, then the PSA may ask the customer for any missing information and then find the required information by either calling one or more external systems as well as Quark.ai's ASK engine for unstructured and structured data queries.
"Whether it is Customer Support, Technical Support, Field Support, Sales Support or Internal Support, Enterprise Support is a frustratingly manual, expensive and mistake-prone process riddled with inefficiency," said Prosenjit Sen, Co-Founder and Chief Executive Officer of Quark.ai. "The Quark.ai Proactive Support Agent automates these processes to drive efficiency, involving support staff only if needed. This results significantly lower MTTR and drastic reduction in costs."
About Quark.ai
Quark.ai is a Generative AI platform for automating Enterprise Support, including Customer Support, Technical Support, Field Support, Sales Support, and Internal Support. Quark.ai's multi-channel platform combines LLM, Natural Language Processing and Computer Vision to interpret complex support cases and automatically provide resolutions at scale with unsurpassed accuracy and speed. The result is unrivaled efficiency and scalability in Customer Support, with lower escalations, higher Customer Satisfaction, and significant cost savings. More information may be found at https://quark.ai.
Contact:
Robert Ferri
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(415) 575-1589
SOURCE: Quark Inc.