Today’s digital economy implies a virtual product and service delivery approach across most verticals. With that comes the need for customer service teams to address concerns as early as possible and avoid escalations.

AptEdge.io Inc. is reducing the escalation impact for companies by providing customer service teams with technologies that bring them closer to crucial information.

“One of the biggest pain points and challenges that I saw for our customer service teams was around customer escalations,” said Aakrit Prasad (pictured, right), co-founder and chief executive officer of AptEdge. “Customers escalate when they can’t get answers quickly, and we’re starting to see that trend become more and more common. What we wanted was to look at solving that problem by building a technology that helps customer service teams get to knowledge information more quickly.”

Prasad and Bobby Napiltonia (left), strategic advisor at AptEdge, spoke with theCUBE industry analyst Dave Vellante during a CUBE Conversation from SiliconANGLE Media’s livestreaming studio in Boston. They discussed how AptEdge is leaning on natural language processing to automate customer support/service processes for companies.

The thinking behind AnswerGPT

As AptEdge’s cornerstone offering, AnswerGPT, brings customer service teams closer to resolutions by using generative artificial intelligence to relay relevant, accurate and crucial information as required, according to Prasad.

“AnswerGPT was built around the idea that if we can connect to different areas of information and knowledge, if we can connect to those areas and be able to create answers, find the knowledge, find the answer, get to responses immediately, we can arm our customer-facing teams with instant and accurate answers to questions from customers in real time,” he explained. “That was really the genesis of why we coined it AnswerGPT. It’s really about reducing the need to go look in different places and getting to the answer as quickly as possible.”

We live in an answer-based economy. Just as ordinary individuals can perform almost any necessary task or access unlimited knowledge using their connected devices, customers should be afforded quick, reliable answers to their queries, according to Napiltonia.

“When you and I want to go somewhere, we pick up our phone and we type into Uber and I get an answer — this amount of time, this amount of money, and I get there. We believe customers should have that same experience,” he explained. “Today we’re starting with the company’s own internal information. So, we’re going to hope that your trustworthy information is going to be exposed in the most expeditious manner to serve your customers better.”

As a go-to-market executive, Napiltonia believes that this is the optimal approach to grow the company’s business.

Customer service teams typically rely on a bevy of tools for different operational areas, and these tools range from Salesforce to Zendesk, Slack and ServiceNow. The AnswerGPT delivery model bridges all those information repositories to equip support representatives with the information they need, Prasad added.

Here’s the complete video interview, one of many CUBE Conversations from SiliconANGLE and theCUBE:

Photo: SiliconANGLE