Quark.ai Adds Workflow Automator to Field Support Platform

Field support engineers at industrial enterprises can now enlist the help of deep learning, natural language processing (NLP) and computer vision while troubleshooting issues in real time.

With the new Quark.ai Workflow Automator from autonomous support platform Quark.ai, field support engineers can get step-by-step instructions to help them resolve issues, whether they are at the customer’s site or remote, according to a Monday (Oct. 31) press release.

The new Workflow Automator enables users to ask Quark.ai detailed questions in natural English to help find the answers in relevant documents. They can also receive guidance from back-office support staff who are also using the tool, according to the press release.

“[Artificial intelligence (AI)-based] workflows are critical for field support in telecommunication, heavy machinery, instrumentation and other industrial companies,” Quark.ai Co-founder and CEO Prosenjit Sen said in the release. “The Quark.ai Autonomous Support platform can optimize the resolution of customer issues by utilizing the Workflow Automator in combination with its companion Similar Tickets module.”

The companion Similar Tickets module helps users solve problems by identifying actions that were taken in response to similar issues that arose in the past.

“While companies often need to help field support engineers on-site, they frequently waste money by dispatching them when the issue doesn’t require it,” Sen said. “Companies can solve this problem by additionally utilizing the Quark.ai Similar Tickets module, which can quickly identify other similar tickets from its historical tickets database.”

The release of this new product comes about five months after Quark.ai launched an autonomous support platform for B2B eCommerce.

That product, called Quark.ai Autonomous B2B eCommerce Support, provides accurate product information to potential buyers by automatically interpreting their inquiries, both as a physical customer support agent and through its chatbot.