{"id":11573,"date":"2023-12-12T10:32:02","date_gmt":"2023-12-12T18:32:02","guid":{"rendered":"https:\/\/www.qad.com\/blog\/?p=11573"},"modified":"2023-12-18T12:48:39","modified_gmt":"2023-12-18T20:48:39","slug":"project-accelerate-evolving-support-with-ai-solutions","status":"publish","type":"post","link":"https:\/\/www.qad.com\/blog\/2023\/12\/project-accelerate-evolving-support-with-ai-solutions","title":{"rendered":"Project Accelerate: Evolving Support with AI Solutions"},"content":{"rendered":"<p>[vc_row][vc_column][vc_single_image image=&#8221;11574&#8243; img_size=&#8221;full&#8221;][vc_column_text]<b><i>Acceleration (noun):<\/i><\/b><i><span style=\"font-weight: 400;\"> a vector quantity that represents the rate of change of an object\u2019s velocity with respect to time.<\/span><\/i><\/p>\n<h2><span style=\"font-weight: 400;\">AI in QAD Support<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">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\u2019s crucial not to overlook its significance in less evident areas, particularly within the realm of<\/span><a target=\"_blank\" href=\"https:\/\/www.qad.com\/global-support-resources\" rel=\"noopener\"> <span style=\"font-weight: 400;\">customer support<\/span><\/a><span style=\"font-weight: 400;\">. In this context, AI\u2019s 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.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Project Accelerate<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">At QAD, we\u2019re embracing AI-based solutions to revolutionize our Support department. Below is a quick overview of our ambitious project and how it\u2019s set to redefine the way we serve customers better.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Our primary objective is to create a world-class customer support experience making it more efficient, proactive, and tailored to customers\u2019 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:<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Solving Cases Before They Arise<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The enhanced experience starts on our<\/span><a target=\"_blank\" href=\"https:\/\/projects.qad.com\/plugins\/servlet\/desk\" rel=\"noopener\"> <span style=\"font-weight: 400;\">Support Portal<\/span><\/a><span style=\"font-weight: 400;\"> 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.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Enterprise Experience at your Agent\u2019s Fingertips<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">If a ticket is needed, the AI will continue to speed our agents\u2019 resolution of your question\u00a0 by surfacing relevant documentation, past tickets, and other crucial information from our multiple knowledge sources. By providing instant access to contextual data, we\u2019re enabling the support agents working on your case with\u00a0 the resources they need to provide\u00a0 faster and more accurate issue resolutions.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Augmented Triage<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">In our commitment to improving the support workflow, we\u2019re 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.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">What\u2019s Next?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">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.<\/span>[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>[vc_row][vc_column][vc_single_image image=&#8221;11574&#8243; img_size=&#8221;full&#8221;][vc_column_text]Acceleration (noun): a vector quantity that represents the rate of change of an object\u2019s 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\u2019s crucial not to overlook its [&hellip;]<\/p>\n","protected":false},"author":169,"featured_media":11574,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[198,182],"tags":[546,1105,2842,2843,2844],"class_list":["post-11573","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-success","category-featured","tag-ai","tag-customer-support","tag-operational-excellence","tag-predictive-ticket-management","tag-project-accelerate"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Project Accelerate: Evolving Support with AI Solutions | QAD Blog<\/title>\n<meta name=\"description\" content=\"Discover how the QAD Support team is embedding AI-based solutions to redefine how we serve and support our customers.\" \/>\n<meta name=\"robots\" content=\"index, follow, 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