How Tufin Reduced Solution Discovery Time by 35% with AI-Driven Answers & Knowledge Management

How Tufin Reduced Solution Discovery Time by 35% with AI-Driven Answers & Knowledge Management

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

35%

reduction in time spent finding solutions from internal knowledge

45-50

support engineers leveraging AptEdge to solve tickets

Faster resolution times, leading to improved customer satisfaction

Increased operational efficiency without adding headcount

Dynamically updated knowledge base articles created in less time

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

Tufin’s technical support and documentation teams struggled with knowledge scattered across Salesforce, Confluence, Jira, and Slack. Engineers and documentation managers spent excessive time locating relevant information, leading to inefficiencies in case resolution and internal collaboration.

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.

Results

With AptEdge, Tufin transformed its approach to knowledge management and customer support.

35% decrease in ticket solution discovery time for answers
Faster resolution times, leading to higher CSAT scores
Scalability without increased costs—more cases handled with existing resources
Future expansion plans—Nina’s team aims to extend AptEdge to self-service portals for even greater efficiency

We’re now focused on bringing these efficiencies to our customers, improving self-service options, and further streamlining our knowledge management.

Nina Nichols / VP, Global Customer Support

Looking Ahead

Tufin plans to extend AptEdge’s capabilities to customer-facing services, empowering users with self-service troubleshooting and reducing dependency on manual support.

By leveraging AI-powered insights from AptEdge, Tufin enhanced its knowledge management strategy, driving measurable improvements in support efficiency and customer satisfaction.

Our vision: Go ticketless

Guide users, troubleshoot issues, and provide answers right where they need them—in your product, in their moment of need. Friction-free product support.

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