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Challenge

Internal teams are spending hours answering repetitive questions that could be automated.

Managing supplier inquiries manually is time-consuming, creating delays, inconsistent responses, and frustration for both suppliers and internal teams.

30

%

of support teams time are spent searching for answers

Manual inquiry handling wastes valuable time for internal teams. Spending a third of their day searching for answers or responding routine questions, limiting productivity and strategic focus.

1McKinsey Global Institute, The Social Economy

60

%

of service leaders cite inconsistent answers as a top contributor to user dissatisfaction

When knowledge and visibility into policies are fragmented across teams, users may recieve different responses leading to confusion and frustration.

2Forrester, Predictions 2024: Customer Service

50

%

of internal and external service requests are repetitive

Don't let repetitive inquiries dominate your teams workload. When requests are repetitive and rule-based, they are strong candidates for automation.

3Gartner, Innovation Insight: Conversational AI for Service Desks: 2023

Solution

About apexanalytix | Chatbot Agent

Our generative AI-enabled Agents are designed to swiftly learn and absorb your company's policies, requirements, documentation and more. This ensures accurate, conversational support for any query that comes its way— whether it is from suppliers, customers, or internal users.

Enhancing your Current apexanalytix Solutions with Agents

Incorporating Chatbot Agent  into your apexanalytix supplier portal can help manage portal-related inquiries in a way that is scalable and efficient. Suppliers receive the answers they need quickly, helping companies maximize productivity while lowering operational costs.

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Benefits

Reduction in Average Inquiry Response Time

Users receive an instant and accurate response to their inquiries, reducing the average response time and delivering a better customer service experience. Chatbot Agent is available to users 24/7, eliminating the need for suppliers to wait for a human representative to become available.

Improved Efficiency and Increased Productivity

Eliminate time spent on repetitive inquiries and reduces the amount that would require human intervention, allowing internal teams to focus on more strategic and high-value tasks.


Removal of Operational Bottlenecks

Promptly addressing supplier inquiries, especially during onboarding, is key to avoiding delays. Chatbot Agent removes operational bottlenecks and empowers your suppliers with informed, instant resolutions to all their inquiries.

Chatbot Agent

Product Features & Capabilities

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Generative AI Automated Response Handling

Generative AI enables Agents to quickly respond to user inquiries with human-like conversational abilities with no human intervention needed. This helps user interactions feel natural and engaging and ensures they receive accurate yet meaningful responses tailored to their needs.

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Escalation Management

If Agents cannot provide an answer because it is out of the scope of uploaded knowledgebases or the user asks the same question multiple times in a session and seems unsatisfied with the response, Agents will route the question to a human agent.

Value Reporting

Enhanced Supplier Insights

The apexanalytix team can collaborate with clients to monitor and analyze user inquiries and activity via chatbots, identifying potential issues or areas of concern. Future updates may enable automated analysis and real-time insights.

For example: “What questions are most frequently asked by suppliers?” “What segment of suppliers are asking those questions?”

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User Segmentation

Clients can establish segment-based knowledge bases and different access to information. This allows for responses to be tailored appropriately and ensures that information is disclosed only to the correct user segment.

Segments can be created based on role, industry, supplier type and more.

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Easy to Update Policies and Documentation

Have an update to a policy? Simply upload the document and Agents can learn it in about 10 seconds for documents less than fifty pages and up to 3 minutes for documents over fifty pages.

Over time, Agents adapt and have accurate, updated responses by analyzing the latest information entered and learning from user interactions.

Onboard

Implementation with Minimal Training

Businesses that have apexanalytix solutions can quickly integrate Agents into their existing operations. Our intuitive interface enables clients to get up and running Chatbot Agent in a matter of weeks.

Product Feature

Examples of Client-Specific Knowledgebase

A knowledgebase is tailored to client-specific manuals and documentation.

Public Policies

Upload general policies to make it easy for users to get informed answers to their questions with references to a program or policy.

• Modern Slavery Act
• Diversity Program
• Safety & Assurance Programs
• Standard PO Terms & Conditions

Industry-Specific Compliance Requirements

Upload company policies to help reinforce your industry’s regulatory requirements.

• Health Insurance Portability and Accountability Act (HIPAA)
• Tax Requirements
• Anti-Money Laundering

Private Documentation

Upload private company documents and policies to ensure your employees or suppliers can easily find answers about requirements specific to your company.

• Onboarding requirements
• Electronic invoicing and payment procedures
• Bank account change policies

Technical Specifications

Security

Agents are hosted within the apexanalytix AI infrastructure, ensuring secure and confidential interactions. Being disconnected from any public Cloud eliminates the risk of internet exposure and maintains the highest level of security.

No Public Internet Exposure

  • No Public Internet Exposure

  • No Unauthorized Access

  • No Data Tampering

No Public Internet Exposure

With no public cloud infrastructure, there is no risk of data being exposed to the internet, reducing the likelihood of cyber-attacks and data breaches.

No Unauthorized Access

Agent is designed to prevent unauthorized access, ensuring only authorized personnel can access our client’s data. Furthermore, you can segment what user has access to what level of information. For example, the technology will recognize if a supplier is logged in versus an internal employee and will not give out information not authorized to the user asking the question.

No Data Tampering

With our private infrastructure and client-specific knowledgebases, we can ensure that our client’s data is not tampered with or altered in any way. Our clients decide what information Agent knows. And the data in Agent will be private and protected at all times.

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