Aquant: Make Everyone a Service Hero

Aquant's service intelligence platform supercharges service performance by unlocking a new dimension of insight from enterprises'​ existing data. The platform mines and analyzes data that is scattered across different systems, hidden in free text, and locked in the minds of the enterprise's most experienced people. It empowers teams to use that data to improve first time resolution, optimize service team performance, assess risk, and drive exceptional customer experiences. 

"The Aquant AI engine increases the likelihood of a same day fix. That increased bandwidth allows our field engineers to spend more time on difficult calls and gain proficiency, so their knowledge increases as the time to restore decreases," said Steve Chamberland, Director of Service Operations of BD.

Clients can drive better service outcomes with Intelligent Triage. Aquant’s AI platform makes a company’s hidden insights accessible to the entire workforce, helping everyone perform like a long-tenured service pro. It helps translate a service organization’s tribal knowledge and experiences into prescriptive intelligence. By using a dynamic, AI-powered tool, the front line ambassadors are empowered to troubleshoot and resolve customer challenges, in and out of the field. Intelligent Triage empowers faster issue resolution everywhere - from the contact center to the job site - and enables support reps, technicians, and customers.

Intelligent Warranty Audit

Clients can bring digital transformation to warranties with Aquant’s AI-driven platform. Aquant’s engine analyzes vast amounts of hidden warranty data from disparate sources to speed up the claims process, reducing service costs and preventing fraud. Aquant makes sense of each company’s unique data footprint, and turns that information into prescriptive intelligence, helping warranty claims managers quickly process or reject high-risk claims.

Beyond the warranty department, Aquant’s technology bridges the data gap that exists between warranty management processes and other departments across the organization. With these powerful insights, organizations can fill in a missing part of the transformation puzzle to bolster positive service outcomes and drive innovation in product engineering, sales, and marketing.

Clear Insights

Aquant’s AI-driven technology uncovers an organization’s deepest insights to inform prescriptions and predictions for every management decision. Surfacing and analyzing hidden data creates an unprecedented opportunity to solve complex service challenges, provides a path for higher service-driven revenues, and reduces customer churn. You’ll experience more efficient service delivery at a lower cost.

“Historically, service decisions have been made using only a fraction of available service data. That causes blindspots into customer satisfaction and creates an environment of reactive problem-solving. If you wait until you receive a negative NPS, it’s too late,” says Shahar Chen, CEO and co-founder, Aquant. “The new normal in service requires providers to approach customers with solutions before a customer comes to a provider with a complaint.”

Aquant delivers a 360-degree view of the service lifecycle. Unlike traditional BI tools, Service Insights is able to access more of your data, and then analyze and interpret it — without the need for a team of data scientists. Users will see immediate value following a simple deployment process. Isolated data points become descriptive and predictive intelligence presented through auto-generated reports and easy-to-access graphical dashboards.

Clients can have access to recommendations, industry benchmarks, and predictions which are informed by more than one million service tickets from manufacturers and service providers. Aquant does the analysis, clients benefit from the knowledge and best practices of market leaders. The platform offers actionable recommendations and predictions that you can use to create customer alerts, technician training plans, product recommendations, customer QBR presentations, and more.

Job Planning and Prediction

Aquant’s AI platform makes sense of an organization’s service data to optimize resource allocation and schedules while helping the workforce deliver better service experiences. Natural language processing and AI work together to understand the nuances of the service issue regardless of the word choice used to describe it. The platform then quickly matches technician, location, skills, and other priorities to ensure that jobs are dispatched and completed based on an organization’s business objectives.

Stop dispatching technicians, only to find that there is no problem. Aquant can predict which customer complaints are the result of user error or environmental factors as opposed to true product failures. Aquant will automatically prompt team members to respond accordingly, reducing truck rolls and warranty costs.

Prioritize your technician job schedule with ease, based on your business goals. When you tackle jobs based on the order that tickets come in, you risk ignoring more critical cases. Aquant’s AI-driven platform uses an organization’s data to understand which jobs are mission-critical, and which are lower priority, and then prioritizes jobs based on a strategic ranking.

Aquant can help find the fastest ways to get the right parts to the right jobs. Eliminate the inefficiencies of assigning an associated depot for each customer. Clients can banish the manual effort of finding the right depot for parts pickup.

Shahar Chen, CEO and Co-founder

"Aquant’s AI platform makes a company’s hidden insights accessible to the entire workforce, helping everyone perform like a long-tenured service pro."