Aquant isn’t just a tool to help technicians troubleshoot equipment. It’s a multi-agent system that redefines how every stakeholder works, learns, and delivers value. Here’s how workflows looked before Aquant, and how they’ve evolved with it.
1. End-User Self-Service
Before Aquant:
- Customers relied on static help articles or generic chatbot replies.
- If the first suggestion didn’t resolve the issue, there was no way to clarify or go deeper.
- Most users escalated to the contact center after a frustrating self-service experience.
With Aquant:
- The AI probes for missing context (e.g., model number, symptom details) instead of guessing.
- It walks users through interactive troubleshooting, asking follow-up questions, and adjusting based on inputs.
- The system confirms resolution before ending the session, ensuring more issues are solved upfront.
Impact:
- Fewer escalations to support
- Shorter time-to-resolution
- Higher customer satisfaction
2. Contact Center Enablement
Before Aquant:
- Support reps searched internal knowledge bases or relied on tribal knowledge.
- Responses were long and difficult to interpret, slowing down resolution.
- Most complex issues were escalated to the field, even when avoidable.
With Aquant:
- The AI guides agents through a shared probing loop, asking smart diagnostic questions to gather key details.
- Suggestions evolve in real-time, always surfacing the next-best step to take.
- Agents resolve more issues without escalation, confidently and quickly.
Impact:
- Fewer truck rolls
- Faster turnaround times
- Lower operational costs
3. First-Time Fix for Field Technicians
Before Aquant:
- Technicians often arrived on-site with incomplete information or incorrect parts.
- They followed rigid, linear workflows that didn’t adapt if the first step failed.
- Repeat visits were common and time-consuming.
With Aquant:
- The platform delivers one repair step at a time, waits for technician feedback, then adjusts.
- If something doesn’t work, Aquant pivots and offers the next logical action.
- Even new technicians work like seasoned experts.
Impact:
- Higher first-time fix rates
- Reduced downtime
- Increased technician confidence
4. Learn from Every Interaction
Before Aquant:
- There was no system in place to capture which steps worked and which didn’t.
- Knowledge improvements relied on manual review and anecdotal feedback.
- Lessons learned from one case rarely benefited the next.
With Aquant:
- Each interaction forms a micro-conversation with a built-in feedback loop.
- The system instantly learns what actions led to a successful resolution.
- Knowledge continuously evolves and is applied to future cases.
Impact:
- Smarter, faster diagnostics over time
- Better recommendations with every case
- A truly learning service organization
5. Smarter Workforce Planning
Before Aquant:
- Usage logs showed what content was served—not what worked.
- It was hard to pinpoint technician skill gaps or where onboarding failed.
- Training programs were broad and generic.
With Aquant:
- Conversations reveal where technicians get stuck and which probes unlock success.
- Leaders gain insights into specific skill gaps and where training is needed.
- Data drives targeted onboarding and staffing strategies.
Impact:
- Faster ramp times
- Greater team capacity
- Less reliance on top performers
6. Predict Maintenance Before It’s Needed
Before Aquant:
- Maintenance was reactive or based on static schedules.
- Emergencies disrupted operations and increased costs.
With Aquant:
- Aquant uses patterns across historical and real-time interactions to anticipate failures before they occur.
- The system guides proactive maintenance planning to avoid breakdowns and service interruptions.
Impact:
- Fewer emergency calls
- Reduced unplanned downtime
- Lower total cost of ownership
From Reactive to Intelligent Service
Aquant transforms service from a series of reactive steps into a proactive, intelligent ecosystem—one where every stakeholder is empowered to deliver better outcomes with less effort. Whether it’s helping end-users solve issues on their own, enabling agents to resolve more calls without escalation, guiding technicians step-by-step in the field, or providing managers with real-time insight into team performance. Aquant brings clarity, precision, and learning to every moment in the service lifecycle.
The result? Fewer escalations. Faster resolutions. Smarter teams. And a service experience that gets better every time.
Service leaders don’t need more tools. They need a system that learns, adapts, and performs, just like their best people do.
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