Creator of Generative AI tool “Service Co-Pilot” identified as best in class in the North American service intelligence industry
Aquant, an enterprise AI software vendor providing customer service solutions for manufacturers and servicers of complex equipment, has been awarded the “2023 Technology Innovation Leadership Award” by Frost & Sullivan, a US-based analyst firm. Aquant was recognized as a leader in the North American service intelligence industry. Frost & Sullivan believes that Aquant’s Service Co-Pilot platform could fundamentally restructure how customer service teams function across industries. Organizations such as Hologic, Ricoh, and Canon currently use Aquant to improve machine uptime, enhance customer experience, and reduce service costs.
“This accolade reflects the commitment of our team in harnessing the power of data and AI to tackle the industry’s most significant challenges.” said Aquant CEO and Co-Founder Shahar Chen. “I’m incredibly thankful and proud of our forward-thinking team, whose hard work turns our vision into reality day in and day out. I also extend my heartfelt gratitude to our innovative customers for placing their trust in us to support them in reaching their goals.”
Aquant and its product offerings were scrutinized under a rigorous analytical process, with Frost & Sullivan determining their prowess in the service intelligence sector. Aquant was evaluated against its technology performance and business impact.
Frost & Sullivan specifically recognized Aquant’s Generative AI service tool, Service Co-Pilot, for its ability to democratize service knowledge, improve machine uptime, and enhance the overall customer experience. Beyond product offerings, Aquant’s Shift Left ideology, praised by Frost & Sullivan, represents a pivotal approach in revolutionizing the customer service landscape. The idea is to shift the resolution away from field-based engagements and customer escalations and more towards remote solutions and self-service.
“One of Aquant’s key focus areas is de-escalating the entire resolution process by allowing users to solve more issues themselves, enabling customer service executives to solve more problems remotely,” said Hiten Shah, Senior Consultant at Frost & Sullivan.
Aquant distinguishes itself through its capacity to gather insights from a customer’s subject matter experts. With numerous frontline employees lacking sufficient product knowledge, Aquant fills the gap by collecting valuable expertise that is often undocumented in manuals and guides. This engine then transforms this specialized knowledge into actionable data, resulting in substantially enhanced answer accuracy.
You can explore Frost & Sullivan’s detailed dossier of Aquant’s service intelligence capabilities here.