About

Tufin, a global leader in network security policy management, needed a streamlined way to manage knowledge across multiple platforms, including providing agents with answers and auto-updating knowledge base articles. By implementing AptEdge’s AI-driven solution, they reduced response times, improved support efficiency, and enhanced customer sentiment analysis.

Challenge

Solution

AptEdge provided Tufin with an AI-driven knowledge platform that centralized access to critical information, enabling faster support answers and real-time documentation updates.

AI-Powered Knowledge Access

AptEdge aggregated Tufin’s knowledge sources, allowing engineers and support teams to retrieve relevant insights instantly. This reduced internal communication overhead and improved case resolution efficiency.

• Real-time ticket insights: Engineers received instant summaries of ongoing support cases without manually analyzing extensive logs.
• Centralized knowledge retrieval: AptEdge connected disparate sources, ensuring the right information surfaced when needed. Unlike traditional AI solutions, went beyond text to analyze charts, graphs, attachments, and session date, which were critical to ensuring answer accuracy at Tufin.
• Auto-Updating Knowledge Base: As its supports agents resolved new and emerging cases, AptEdge began to draft and update knowledge base articles that Tufin could edit or approve. 

Customer Sentiment & Support Efficiency

Tufin’s customer success teams leveraged AptEdge to quickly assess ticket status, improving their ability to manage customer expectations.

• Customer sentiment analysis: AptEdge extracted actionable insights from support cases, enabling proactive issue resolution.
• Optimized workflows: Reduced redundant escalations and manual tracking efforts, allowing teams to focus on complex problem-solving.