AptEdge Pros and Cons

It's a great concept that allows you to use your existing resources in a centralized manner, contributing to less dispersion.

They're innovative and their different assets, from AI assisted summaries and replies should form a very robust and all around offer.

Easy integration. Review collected by and hosted on G2.com.

We could use date sorting and clearer relevance scores for results. Review collected by and hosted on G2.com.

Consolidates information from multiple resources into one place known as Edges, and utilizes auto-linking conditions to associate cases to relevant Edges to help agents find information faster, answer client questions more accurately, and ultimately resolve issues quickly. Review collected by and hosted on G2.com.

ApyEdge is still in its infancy but there is a lot of potential to grow as a leading tool in the customer support space. Their current search functionality is based on keywords which impacts the accuracy of information returned. Review collected by and hosted on G2.com.

I like that Aptedge connects to Jira, Confluence Salesforce, and Knowledge and supplies our agents with relevant information for solving cases. I also love the use of Edges to connect like cases as well as efficiently communicate to customers during outages. Review collected by and hosted on G2.com.

I would love to see more around data analytics and reporting which I know is coming in the future. Aptedge is connected to a lot of critical information that I know can make a contact center manager's job easier as it relates to reporting. Review collected by and hosted on G2.com.

I like that I don't have to go to multiple locations to find multiple results. Using AptEdge, I can search Jira, Zendesk, KB docs, and more all from one location. I can filter results if I know I'm looking specifically for a ticket sent to engineering, or if I want to see if anyone on my team has seen an issue before. I can review public conversations, filter articles and documents, and even set up "Edges" to help others find similar results. Review collected by and hosted on G2.com.

The biggest concern I have is with GPT. I will ask a question and get an answer, but that answer will almost always be solely based on the first result (or on a rare occasion the first two), even though there might be several results with more applicable information. This can result in conflicting or even incorrect information. It works well if the questions are basic or if you ask "just the right" thing. But typically you don't know what to search for in the first place, which is why you're even in AptEdge. Review collected by and hosted on G2.com.

This application has transformed the way I find resources and obtain solutions. Very user friendly interface, comprehensive resource search and is very adaptable. Review collected by and hosted on G2.com.

The answer GPT feature is very useful but requires enhancement in terms of accuracy. Review collected by and hosted on G2.com.

Searching multiple sources for answers like Jira, Zendesk, and Helpdesk KB articles is great. It can make searching the entire organization's data much easier. Review collected by and hosted on G2.com.

It's still a little weird trying to read tickets or Jira cases in the engine itself, I usually have to get the case number and then go back to the original application and find them. Review collected by and hosted on G2.com.

For the most part, it is very helpful but I often change the subject to match the issue to pull in a better match. Review collected by and hosted on G2.com.

When opening a ticket within an AptEdge search, I find the excess " " distracting. Review collected by and hosted on G2.com.