Case Study: Sumo Logic achieves 90% faster support resolution with AptEdge AI

How Sumo Logic Automated 90% of Labor in Solving Technical Support Issues

Sumo Logic, a leading cloud-native machine data analytics company, faced significant challenges as its technical support teams were spending up to 50% of their time searching for answers across disparate platforms like Jira, Confluence, and Slack. This inefficiency led to increased resolution times and customer frustration, hindering product adoption. To address this, Sumo Logic partnered with vendor AptEdge to leverage its AI-powered platform.

AptEdge implemented its Answer AI assistant to create a single source of truth, centralizing knowledge from various systems. This solution provided real-time, embedded self-service assistance for customers and dramatically improved the support team's efficiency. The results for Sumo Logic included a reduction in resolution time of up to 90%, allowing their engineers to focus on strategic conversations. AptEdge also enabled scalability and cost reduction by automating routine inquiries.

Sumo Logic

Steve Kennedy

VP of Customer Success