Acceleration (noun): a vector quantity that represents the rate of change of an object’s velocity with respect to time.
AI in QAD Support
Amid the current buzz around AI, businesses are rapidly integrating AI-based solutions across diverse operational domains, ranging from task automation to data analytics. Yet, it’s crucial not to overlook its significance in less evident areas, particularly within the realm of customer support. In this context, AI’s primary impact lies in its ability to enhance speed. Recognizing that time is a precious resource, leveraging AI has a huge effect on accelerating the time to provide answers and resolutions. The outcomes for customers are improved productivity and higher value from enterprise solutions investments.
Project Accelerate
At QAD, we’re embracing AI-based solutions to revolutionize our Support department. Below is a quick overview of our ambitious project and how it’s set to redefine the way we serve customers better.
Our primary objective is to create a world-class customer support experience making it more efficient, proactive, and tailored to customers’ unique needs. QAD is accelerating this by training generative AI models on our vast amounts of product documentation to give everybody a rapid and conversational interaction. Customers will get the answers they need faster than ever with the following approach:
Solving Cases Before They Arise
The enhanced experience starts on our Support Portal and other common access points for customers seeking solutions. It is designed to deliver quick assistance, which may mean getting an answer before questions formally transform into tickets. With quick access to answers and workflows designed to guide you on each step of the process, our aim is to save you the time to create a ticket for issues you can immediately find the answer for.
Enterprise Experience at your Agent’s Fingertips
If a ticket is needed, the AI will continue to speed our agents’ resolution of your question by surfacing relevant documentation, past tickets, and other crucial information from our multiple knowledge sources. By providing instant access to contextual data, we’re enabling the support agents working on your case with the resources they need to provide faster and more accurate issue resolutions.
Augmented Triage
In our commitment to improving the support workflow, we’re leveraging AI that triages with historical knowledge, sentiment analysis, and intent recognition. When technical assistance is needed, the triaging intelligence routes tickets to the most suitable team. This predictive approach not only enhances the support process but also ensures that your queries are handled by the right experts promptly.
What’s Next?
We are confident that these tools will significantly elevate the efficiency and personalization of customer interactions with QAD. By early 2024, the full realization of these tools will be available, and, over the course of 2024, we are committed to continuously enhancing their capabilities. This ongoing evolution ensures that our tools consistently improve, ultimately refining and elevating the overall customer experience.
