The Autonomous Support Engineer
for complex B2B Technical Support

Resolve support tickets, eliminate customer escalations,
and capture knowledge gaps

Build Agentic Support workflows in natural language1Received2Analyzing3Resolved

Powering customer support for the world's most complex enterprises

SumoLogicCyberArk
Cadence
Boomi
Octave
Hexagon
Checkmarx
CiscoCority
Ceragon
Tufin
6Sense
eClinical
Xactly
Imagine Communications
Trusted by 100+ Support and CX Teams
Integrations
Ticketing SystemsSalesforce, ServiceNow, Zendesk
Issue TrackingJira, Azure DevOps
Knowledge BasesConfluence, SharePoint
Internal CommsSlack, Teams
CodebaseGithub, Gitlab
Ops SystemsSentry, Datadog
Platform
AI Models built for B2B Support
Unified Knowledge IndexOne index across Confluence, Jira, tickets, and docs, kept current as your product ships.
Reasoning EngineFollows the investigation path a senior engineer would, across every connected source.
Runbook ControlYou decide when AI replies alone. Scope, tone, and escalation rules are yours.
Products
Autonomous Support ResponseIn your ticketing system
Knowledge Gap AnalysisAuto-written, deduplicated
Support Engineer AssistAssist mode from Ticketing Apps or Slack/ MSTeams
Customer Self ServiceIn-app, portal, chat
MCP ServerPlug into any custom AI agent your team builds.
0%
Reduction in Resolution Time
0%
Faster Time to Productivity
0%
Customer Satisfaction
One ticket. Five Days. Five tools.Still not resolved.
A DAY IN SUPPORT, TODAY
The Incoming Ticket

Ambiguous & Complex

Multi-Product IssueMultiple LanguagesFrustrated Sentiment
→
The Resolution Bottleneck
Log Analysis (Manual Grepping)
Screenshots (No OCR extraction)
Routing (Wrong escalation signals)
Siloed Data (9 separate tools)
→
The Outcome

Escalation

High engineering cost. Slow time to resolution.

Every missing insight has a cost. Together, they break the business.
Four costs. Compounding.
No single line item, but already on your P&L.
ESCALATION TAX

Senior support engineers triage

35%+ of complex tickets escalate to your best people.

$500+
per escalation
AGENT BURNOUT

Talent walks. Knowledge walks

30%+ attrition, and every replacement takes 6 months to ramp.

$50K
to replace + ramp
CUSTOMER CHURN RISK

Slow resolution stalls renewals

Unresolved P1s churn 2–3× more often. Expansion freezes.

2-3×
churn multiplier
ENGINEERING DRAG

Product roadmap gets robbed

1 in 5 senior eng hours absorbed by escalations.

20%
eng hours lost
This isn't a support problem. It's a business problem.
AptEdge AI Product Suite

Resolve Tickets Autonomously

Deploy AptEdge inside your support ticketing system as an autonomous AI agent. It reasons like a Tier 3 engineer, investigates tickets across your stack, and sends accurate replies in minutes, improving your team's bandwidth and KPIs.

Explore Autonomous Resolution →
// Automated Ticket ResponseLive
1Ticket In
SSO login fails after DLP policy update
  • v4.2.1 · AuthModule
  • Acme · Tier 1 · P1
  • NullRef at line 284
  • "Can't log in since update"
2Investigating
Jira
SFDC
Confluence
AptEdge AI
Logs
GitHub
Slack
// Found
→ 12 similar in SFDC
→ PLAT-4521 · fixed v4.2.2
→ Workaround: disable assertStrict
3Resolved
Root cause
DLP assertStrict conflicts with SSO token validation
Fix
Set assertStrict: false → upgrade v4.2.2
✓ Auto-Respond
"Hi, we identified a DLP policy conflict. Set assertStrict to false as an immediate fix…"
6sources
10hops
47sresolved
✓Auto-Reply
Solutions for the problems support leaders actually have
Platform-specific and outcome-focused pages for Salesforce, ServiceNow, Zendesk, escalations, and more.
Salesforce AI Support
ServiceNow AI Support
Zendesk AI Support
Reduce Engineering Escalations
Support Engineer Assist
Compare Platforms
Browse all solutions →
From go-live to autonomous in < 2 months
Land Phase
Expand Phase
Week 1

Connect

Plug into Salesforce, ServiceNow, Zendesk, and your knowledge sources.

Week 2

Analyze

AptEdge indexes your tickets, docs, and past resolutions.

Week 3

Train

Models learn your product terminology and edge cases.

Week 4

Deploy

Support Engineer Assist goes live for your team.

Week 6

Automate

Turn on autonomous replies for the queues you're ready to trust.

Week 8

Optimize

Accuracy improves as engineers review and correct.

Why AptEdge holds up on hard tickets, and generic AI doesn't

Structured product knowledge + step-by-step investigation vs. one-shot LLM prompts

Reasoning Fidelity vs. Resolution Complexity (Support Workflows)

AptEdge AIAgentic + structured knowledge graphs
LLM + Generic RAGGeneral retrieval, no product or domain knowledge
Human BaselineNo ontology
Resolution fidelity (%)
0-1Simple how-to
1-2FAQ & deflection
3-4Known issue lookup
5-7Issue + configuration
6-7Multi-hop diagnosis
8-10Multi-product / version
12-12Full-stack escalation
Key Takeaways
Product knowledge keeps answers accurate as tickets get harder
  • AptEdge tracks product versions, modules, and environments. Generic LLMs lose the thread once a ticket spans more than a couple of systems.
Real B2B tickets need more than two or three lookups
  • Multiple products and versions, environment-specific configs, past cases, known bugs and workarounds. That's a normal Tuesday in enterprise support. LLMs weren't built for it. AptEdge was.
Step-by-step investigation beats a bigger model

AptEdge doesn't need the largest LLM because it:

  • Breaks problems into parallel lookups across your sources
  • Checks answers against your docs and ticket history
  • Remembers what worked on similar cases
  • Delivers better results at lower inference cost
Why AptEdge Goes Beyond Assist Tools, Not Against Them

Assist tools help agents draft; AptEdge resolves issues.

Case study spotlight

AptEdge is transforming how we work, it's like having an always-on support engineer that enhances our team's speed, precision, and capacity to solve problems. The difference it's making is remarkable.
Read the case study

Trusted by the best

The future…is more like a ubiquitous support experience…You get the help you need just in time….

Steve Kennedy
VP of Customer Success, Sumo Logic

From my perspective, AptEdge helps me as a leader identify common cases far more efficiently than before just using Salesforce… We are more easily able to identify cases that could be caused by the same bug.

Chris Slaugh
VP of Global Customer Support, Cority

We have so many different support systems. It takes an engineer a long time to find which one has the solution they need.

Nina Nichols
VP, Global Customer Support, Tufin

Trust & compliance

Security is our foundation

We understand that your support data contains your most sensitive customer information. Security is built into how AptEdge connects to your stack, not bolted on after the fact.

  • End-to-end encryption in transit and at rest
  • Single Sign-On (SSO) via SAML and OIDC
  • Regular third-party penetration testing
SOC2
Type II
HIPAA
Available
SSO
Enabled

Ecosystem

Plugs into your real workflow

Natively integrates with your existing stack, so answers, automations, and audit trails stay where your team already works.

  • Read & write across tickets, wikis, and chat
  • SSO-aware, least-privilege connector model
  • Composable, add systems as you grow
Live connectors
  • SfSalesforce
  • SNServiceNow
  • InIntercom
  • JiJira
  • CfConfluence
  • SlSlack
  • NoNotion
  • GhGitHub
10 Resources
Learn from the experts
11 FAQ
Common questions
How long does it take to deploy AptEdge?
Most teams are up and running in one to two weeks. We connect to your existing tools over API, so your engineering team doesn't need to build anything. The models need a few days to index your data before agents start using them in production.
Does AptEdge use our data to train public models?
No. Your data stays yours. AptEdge only pulls from your private index when generating answers. Nothing you connect gets fed into public foundation models.
What languages does the AI support?
AptEdge supports 50+ languages. It can read your English documentation and reply to a customer in Japanese, translating context, not just words.
How do you prevent AI hallucinations?
Every answer has to cite a source from your connected data. If AptEdge can't find supporting evidence in your docs or past tickets, it says so instead of guessing.
Can we customize the AI's tone of voice?
Yes. You set the tone and formatting rules, formal and technical, or plain and conversational. Most teams start from a template and tune from there.
Ready to see it on your stack?

Book a demo today

See how AptEdge works inside Salesforce, ServiceNow, or Zendesk, on the tickets your team struggles with today.