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Challenge

Fewer tickets, more clarity.

A surge in helpdesk inquiries can easily strain support teams, leading to slower turnaround times, inconsistent responses, and rising operational costs.

35

%

drop in first-response time for high-volume queues

Organizations with overloaded support queues experience a reduction in response speed performance, signaling operational strain when tickets spike.

1HDI Support Center Practices & Salary Report 2023

64

%

of customers report receiving different answers from different support agents

Inconsistent answers are a top helpdesk pain point. As ticket volume grows, and policies differ among intermal teams, it is challenging for companies to deliver and maitain consistency across their responses.

2Gartner Customer Service and Support Survey, 2023

30

%

increase in labor costs when ticket volume spikes

Ticket overload increases operational costs due to increased handling time, escalations, and rework from inconsistent answers.

3Forrester, The Total Economic Impact™ of Improved Customer Service Operations

Solution

apexanalytix | Ticket Response Agent

Seamlessly integrate Agent with your existing helpdesk ticketing system or support email, empowering a comprehensive support ecosystem that efficiently handles any volume of inquiries coming through.

 

 

Copilot_UseCase--4-2
Benefits

Automate Helpdesk Inquiries and Take Back Your Time

Supports a Larger Volume of Questions

When inquries are submitted through a client’s helpdesk support ticketing system, like Freshdesk, those questions can now be answered by apexanalytix’s Generative-AI technology, with no human intervention needed.

 

The integration between a helpdesk system and Agent enables it to tackle high volume, more complex and nuanced questions from a broader range of stakeholders, including suppliers, customers, and employees across all business functions.

Copilot_challenge

Data-driven Responses

When a supplier asks a question through a client’s helpdesk ticketing system, Ticket Response Agent can tap into the data available within the apexanalytix portal. Responses will be data-informed, detailed, accurate, and personalized, eliminating the need for manual intervention by employees.

 

Examples of transaction-specific questions that Ticket Response Agent can address include:

 

  • Payment status inquiries, such as “When will I get paid?”
  • Invoice submission confirmations, like “Did they receive the invoice I submitted yesterday?”
  • Reporting requests, such as “Can you show me a report of invoices pending for the next 30 days?”
  • Early Discount eligibility queries, and more!
Integrate your existing data sources
Business Optimization | Ticket Response Agent

Product Features & Capabilities

Onboard

Integration with Existing Helpdesk systems

Supports API integration with various ticketing systems and email support for inquiries. Integration supported with API for Freshdesk, Zendesk, ServiceNow or a support mailbox.

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Faster Response Handling

Generative AI enablesTicket Response Agent to quickly respond to user inquiries that come through a client's helpdesk with human-like conversational abilities with no human intervention needed.

Helping user interactions feel natural and engaging. Ensuring they receive accurate yet meaningful responses tailored to their needs.

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Escalation Management

If Agent cannot provide an answer, the support ticket will be routed to a human support agent. This may happen because the question is not answered in the knowledgebases or the user asks the same question multiple times and seems unsatisfied with the response.

Clients can also escalate specific inquiries to their internal support teams.

Value Reporting

Enhanced Supplier Insights

The apexanalytix team can collaborate with clients to monitor and analyze user inquiries and activity, identifying potential issues or areas of concern.

For example: “What questions are most frequently asked by suppliers?” “What segment of suppliers are asking those questions?”

An icon showing a supplier being selected

User Segmentation

Clients can establish segment-based knowledge bases with access to documentation relevant to them. This allows for responses to be tailored appropriately and ensures that information is disclosed only to the correct user segment.

Segments can be created based on role, industry, supplier type and more.

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Easy to Update Policies and Documentation

Have an update to a policy? Simply upload the document and Ticket Response Agent can learn it in about 10 seconds for documents less than fifty pages and up to 3 minutes for documents over fifty pages.

Ticket Response Agent will analyze the latest information entered and learn from user interactions to adapt and update responses.

Product Feature

Examples of Client-Specific Knowledgebase

A knowledgebase is tailored to client-specific manuals, documentation, policies and data.

Document-aware

Chatbot Agent module includes a set of document-based knowledgebases that are also included in Ticket Response Agent such as:

• Public Policies
• Industry-Specific Compliance Requirements
• Private Documentation



Portal Data

Agent integrates effortlessly with your portal’s supplier data, allowing users to ask specific questions and receive accurate, data-driven answers.

• Vendor profile
• Invoice data
• Vendor activity
• Compliance status
• Risk data

External Systems

Enable API integration with various ticketing systems and email support for inquiries.

• Ticketing systems
• Freshdesk
• Zendesk
• ServiceNow
• Support email inbox
• ERPs and other third-party systems

Technical Specifications

Security

Agents are hosted within the apexanalytix AI infrastructure, ensuring secure and confidential interactions. Being disconnected from any public Cloud eliminates the risk of internet exposure and maintains the highest level of security.

No Public Internet Exposure

  • No Public Internet Exposure

  • No Unauthorized Access

  • No Data Tampering

No Public Internet Exposure

With no public cloud infrastructure, there is no risk of data being exposed to the internet, reducing the likelihood of cyber-attacks and data breaches.

No Unauthorized Access

Agent is designed to prevent unauthorized access, ensuring only authorized personnel can access our client’s data. Furthermore, you can segment what user has access to what level of information. For example, the technology will recognize if a supplier is logged in versus an internal employee and will not give out information not authorized to the user asking the question.

No Data Tampering

With our private infrastructure and client-specific knowledgebases, we can ensure that our client’s data is not tampered with or altered in any way. Our clients decide what information Agent knows. And the data in Agent will be private and protected at all times.

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