Case Study: ApexChat boosts support agent performance with Vectara

ApexChat - Customer Case Study

ApexChat, a provider of live chat software and human agent support services, faced the challenge of information overload for its agents. During peak traffic, agents struggled to quickly find accurate answers from numerous FAQ knowledge bases while handling multiple customers simultaneously, leading to diminished productivity and inconsistent service. The company turned to Vectara for a state-of-the-art AI solution to augment its human agents.

Vectara implemented its question answering and information retrieval system, which features hybrid search and snippet extraction. This solution enabled ApexChat's agents to receive fast, accurate, and relevant answers, allowing them to provide outstanding customer service. The integration was successfully deployed, with Vectara's platform reported to have the highest accuracy, relevance ranking, and latency results for the customer.

Blazeo

Erin Loy

VP Software Engineering