Revolutionizing B2B Technical Support: Unleashing AI for Unmatched Case Resolution

How do your technical support engineers get the knowledge they need to resolve cases? Many B2B customer support organizations are still relying on outdated decision trees and rigid workflows that slow down support and make it more difficult to resolve cases. AI is here to change that.

Machine intelligence can help organizations quickly aggregate scattered or unstructured knowledge sources. For example, customer service call recordings or transcripts can contain rich insights into customer emotions, preferences, and pain points that may not be formally documented elsewhere. These systems allow customer support agents to focus on delivering an exceptional user experience instead of searching for the right information.

That’s why customer support teams across the globe are embracing a shift towards AI-powered solutions to help relieve the burden on their support agents and improve the value of their responses.

Understanding the Current Landscape of Customer Support

The value of the global software industry is expected to exceed $698 billion in 2024. As a result of this steady growth, companies relying on software as key drivers of their business operations have witnessed a dramatic increase in the volume of support tickets.

However, increases in software implementation only leads to long-term business growth if the customer’s needs are met. Delivering positive experiences is crucial to retaining customers, growing these accounts, and improving net revenue retention. That’s why effective customer support teams are key — ensuring customer satisfaction and preventing issues when new software is rolled out.

To improve customer experiences, companies are looking for ways to reduce queue waiting times by eliminating the tedious, manual tasks that customer support agents must go through to reach case resolution and avoid customer escalation.

If support agents can delegate the information filtering stages to automated processes, they can direct more energy to properly understanding the customer’s needs and work on building higher-value long-term relationships that ultimately deliver better results for the customer.

5 Key Challenges in B2B Customer Support

B2B technical support presents many challenges that can be addressed by the integration of AI, such as:

1. Incomplete Product Documentation: B2B issues are often complex and may require extensive documentation. If information is missing or lacks sufficient detail, support agents can find it difficult to deliver comprehensive solutions and resolve tickets quickly.
2. Knowledge Gaps and Product Complexity: Many software companies release frequent product updates, with some companies releasing new updates twice a quarter or more. This presents problem-solving challenges for support teams who don’t always have the must up-to-date information. Identifying knowledge gaps is key to meeting the needs of high-value clients, and one way to address this issue is to complement the skills of your support team with AI-powered tools.
3. Balancing Relationship Building with Issue Resolution: B2B support requires delicate, long-term handling of large accounts that generate significant revenue. Since customer retention is crucial, support teams don’t need to just be technical wizards — they need to connect to customers on a deeper level and truly understand their needs. Delegating the burden of information retrieval to automated AI tools can allow support staff to put more effort into relationship building and delivering greater value across multiple touchpoints.
4. Balancing Speed and Accuracy: Speed is not the always the highest priority when it comes to resolving B2B support issues. Many clients would prioritize increased accuracy and thoroughness over a quick fix that doesn’t solve underlying problems. At the same time, B2B customers have urgent business needs and are under immense pressure to deliver their own products and services. Finding a way to reduce resolution time while maintaining a high degree of effectiveness is absolutely crucial to B2B customer support.
5. Maintaining Personalization at Scale: B2B customers have high expectations for personalized support and want to work with support teams that have a high degree of familiarity with their operations and business objectives. Managing this amount of information becomes increasingly difficult as a support operation scales, increasing the need for fast, accurate AI assistance.

How AI Transforms Case Resolution

The last thing that teams want is to scramble for answers when a customer urgently needs support. Incomplete product documentation or a knowledge hub that doesn’t aggregate information efficiently can be significant barriers to a support team’s ability to help customers.

In contrast, support teams that use AI to unify knowledge from multiple sources can avoid many of the common obstacles to fast, efficient case resolution. By relying on AI’s strengths — speedier search, advanced data analysis, and language processing — you can strengthen your teams in other areas like proactive customer engagement, handling nuanced situations, and building better relationships.

AI-powered tools can enable support teams to:

• Aggregate scattered knowledge sources that may be either structured or unstructured
• Filter through technical information that is complex and detailed
• Synthesize and compile the best answer to suit the question
• Compose helpful responses that reduce support escalation
• Generate knowledge articles based on customer queries

Improved time to resolution, for example, is the number one priority requested by customers. With AI-powered customer support platforms like AptEdge, teams can expect to reduce the average handle time by 40%. That means simpler solutions for customers and more time for teams to spend on complex problem-solving.

AI can also help you reduce escalations by 35%. When you resolve tickets and prevent escalations, it positively impacts spending in customer support departments and reduces the need for more agents who need training and support. And by synthesizing and composing the best answers, AI empowers even less experienced agents to deliver expert-level support so that your clients’ needs are met effectively.

Close the Knowledge Gaps With AptEdge AI Case Resolution Support

By leveraging AptEdge and its AI Native Case Resolution platform, you can enhance every aspect of the information finding and knowledge creation processes, while delivering productivity gains and boosting resolution rates.

Why delay when Answer AI delivers answers with 95% accuracy? AptEdge provides unmatched case resolution and is trusted by some of the leading companies in the tech industry. If you want to prevent escalations and improve resolution time, contact us to schedule a demo and experience for yourself how AptEdge can help transform your customer support experience.