Customer storyGive reps diagnostic steps from your product knowledge, while they stay in control of the call.
IgniteIQ builds the assistant, connects the knowledge, and trains the team to use it.
75%
fewer Tier 1 escalations
In one technology provider’s support operation.
A technology and hardware provider supports products at more than 10,000 US customer sites. Its reps worked across legacy and modern product families, with answers spread across disconnected sources.
IgniteIQ connected manuals, product guides and expert knowledge in a support assistant. Reps received diagnostic steps during calls. Coaches spent less time on routine questions and more time improving the knowledge base.
A working assistant, tested on real support questions before rollout.
In a blind comparison with a custom-built assistant on a leading general-purpose model, it won 19 of 20 questions. This describes that comparison, not a general accuracy rate.
Training and feedback helped reps use the assistant during live calls.
Reps learned the assistant’s limitations, contributed feedback and worked with internal champions. Reviewed coach content fed the same knowledge base.
Continued use, with expansion across agents and product lines.
Weekly conversations grew from roughly 600 to more than 1,000. Use continued after launch, and the deployment expanded across agents and product lines.
The rep stays in control of the call. The assistant searches product knowledge and returns diagnostic paths and resolution steps for the rep to use.
In this deployment, IgniteIQ connected manuals, product documentation, guides and expert knowledge. An ongoing pipeline keeps that knowledge current as products and procedures change.
We can discuss your support workflow, where reps lose time finding answers, and the knowledge sources an assistant could use. Tell us about a product your team supports or a customer issue your reps handle repeatedly. This is an initial conversation—there’s no commitment to start a project.