During World of Industry, Technology & Science (WOTS), Qaitbay is presenting a new version of VersaDoc. The AI solution helps field service and support teams handle technical (customer) inquiries and service cases faster and more consistently.
In technical organizations, service and support staff rely on large amounts of information on a daily basis. Manuals, technical documentation, work instructions, drawings, and previous cases together contain the information needed to resolve a customer query. In practice, however, finding and combining that information takes a great deal of time.
VersaDoc collects and combines the information, provides the highest quality answer, and prepares follow-up actions.
From ticket to solution
VersaDoc is an AI assistant for service and support organizations. The solution can be integrated with existing case and ticket management systems, such as Zendesk, Freshdesk, Salesforce, and Genesys. This eliminates the need for an employee to constantly search between a ticketing system, knowledge base, document management system, and individual files.
VersaDoc is not just a solution that searches for information in files, like Copilot or Claude can. The solution helps employees search not only within documents but also in databases, websites, and other systems. It builds a case file for every case based on 360-degree information, ensuring the best possible answer is provided.
That makes a difference in daily practice. A support agent handling a technical problem does not just want to know where a manual or CAD file is located. The agent wants to know which information from a specific version of the document applies to the customer's situation.
VersaDoc helps to make that step faster. By combining information from various sources, employees can get to the heart of a case more quickly. Moreover, source references provide insight into the basis of an answer. This is important in technical service environments, where reliability and control play a major role.
All knowledge securely accessible
With VersaDoc, Qaitbay focuses on strengthening the knowledge and effectiveness of service and support staff. The employee remains responsible for the customer and the final solution, while AI helps make relevant information available faster. This is extremely valuable in complex cases, for new employees, or in situations where specialized knowledge is not immediately available. In this way, an organization's accumulated knowledge is better utilized within the daily service process.
For technical organizations, the multimodality of the platform is essential. VersaDoc understands images, tables, and technical drawings and can extract answers from them. This means that all existing knowledge becomes available and understandable for the work environment in which employees handle their cases and tickets.
Control over business information is the starting point of VersaDoc. The software is developed based on data privacy and data sovereignty. Business data remains within the internal environment and is not used to train external LLMs.
New! From detection to action
With the new functionality, VersaDoc takes things a step further. Cases can be created automatically based on triggers in other systems or data. VersaDoc analyzes the query, proactively gathers the context, and then provides the employee with substantiated advice plus potential follow-up actions. For example, an email response, a task to another system, or an escalation request is prepared in this way. The employee remains in control but does not have to manually execute every follow-up step. Proposed actions can be executed immediately with a single click.
Experience VersaDoc on WOTS
Experience the new version of VersaDoc yourself during WOTS and see how AI supports field service and support staff in handling technical questions.
Visit Qaitbay at stand 7D093