Support relied on 13 fragmented systems. Now, AI predicts risks and proactively opens 72% of cases before clients notice.
A data storage leader serving 60% of Fortune 500 companies and 40% of U.S. Federal agencies with a Net Promoter Score in the top 1% of the industry.
Support operations relied on 13 fragmented software platforms, creating complexity that slowed down resolution times and obscured the customer view....
“For us, being customer obsessed means that everything we do needs to revolve around what’s best for customers—from our product roadmap to sales and support. We measure our success with our NPS score, which currently sits at 82—a number almost unheard of in the B2B technology sector.”
All-flash data storage platform for enterprise and cloud infrastructure.
Provided CPQ capabilities for Pure Storage's Sales and Order Management solution.
ServiceNow is an enterprise software company that specializes in IT Service Management, cloud computing, and digital transformation solutions.
Pure Storage's Proactive customer support is part of this use case:
Related implementations across industries and use cases
Data was scattered across six mailboxes. Now, AI summarizes history in one view, cutting resolution time by 35%.
Customers waited six minutes as staff manually sorted tickets. AI now routes requests instantly, cutting waits to under a minute.
Engineers manually pieced together context across tools. Now, AI agents in Slack surface data and suggest fixes instantly.
Engineers made multiple calls for routine tasks. Now, AI summarizes history and automates routing, boosting productivity 130%.
Teams manually reviewed dashboards after IT issues occurred. Now, AI predicts failures and hands engineers 1-minute resolution plans.
Manually updated profiles left skills stale. The first prototype took two hours per 1,000 consultants—now the agent covers 130K in minutes.
Routine cloud setups tied up engineers for days. Now, developers ask AI agents in Jira and Webex to provision resources instantly.
Fragmented support caused frustrating handoffs. Live AI translation now lets a small English-speaking team handle 14 languages instantly.
Call centers couldn't keep pace with demand peaks and rising costs. Now, agents handle 24/7 messaging, with AI summarizing and translating.
Support relied on 13 fragmented systems. Now, AI predicts risks and proactively opens 72% of cases before clients notice.
A data storage leader serving 60% of Fortune 500 companies and 40% of U.S. Federal agencies with a Net Promoter Score in the top 1% of the industry.
Support operations relied on 13 fragmented software platforms, creating complexity that slowed down resolution times and obscured the customer view....
“For us, being customer obsessed means that everything we do needs to revolve around what’s best for customers—from our product roadmap to sales and support. We measure our success with our NPS score, which currently sits at 82—a number almost unheard of in the B2B technology sector.”
All-flash data storage platform for enterprise and cloud infrastructure.
Provided CPQ capabilities for Pure Storage's Sales and Order Management solution.
ServiceNow is an enterprise software company that specializes in IT Service Management, cloud computing, and digital transformation solutions.
Pure Storage's Proactive customer support is part of this use case:
Related implementations across industries and use cases
Data was scattered across six mailboxes. Now, AI summarizes history in one view, cutting resolution time by 35%.
Customers waited six minutes as staff manually sorted tickets. AI now routes requests instantly, cutting waits to under a minute.
Engineers manually pieced together context across tools. Now, AI agents in Slack surface data and suggest fixes instantly.
Engineers made multiple calls for routine tasks. Now, AI summarizes history and automates routing, boosting productivity 130%.
Teams manually reviewed dashboards after IT issues occurred. Now, AI predicts failures and hands engineers 1-minute resolution plans.
Manually updated profiles left skills stale. The first prototype took two hours per 1,000 consultants—now the agent covers 130K in minutes.
Routine cloud setups tied up engineers for days. Now, developers ask AI agents in Jira and Webex to provision resources instantly.
Fragmented support caused frustrating handoffs. Live AI translation now lets a small English-speaking team handle 14 languages instantly.
Call centers couldn't keep pace with demand peaks and rising costs. Now, agents handle 24/7 messaging, with AI summarizing and translating.