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Aakrit Prasad
Co-founder & CEO at AptEdge - Bringing AptEdge to life - AptEdge uses GPT to generate answers to any customer question in subseconds empowering teams to deliver the best experience
Aakrit Prasad is a distinguished Co-Founder & CEO of AptEdge, a prominent enterprise software company supported by top VCs, with a vision to provide people with the knowledge necessary to solve problems efficiently.
With a strong background in product management, Aakrit has led products and teams across various companies ranging from early-stage startups to established organizations in the tech industry.
Notably, Aakrit spearheaded the Core APM product suite at AppDynamics, a significant acquisition by Cisco valued at $4B, and contributed to the product and strategy at Applitools, acquired for $300M.
Prior to these roles, he showcased his expertise at Salesforce, where his exceptional contributions earned him recognition as a top performer.
Aakrit Prasad pursued his academic interests by studying Computer Science at the University of Chicago and delving into Materials Science and Engineering with a focus on Electronics, Polymers, and Biomaterials at The Ohio State University.
His professional journey includes serving in key positions such as Former LP at Select Investment Funds, Former VP Product & Strategy at Applitools, Former Head of Core APM Product at AppDynamics, Former Senior Staff Software Engineer at Salesforce, Former Senior Software Automation Engineer at ArcelorMittal, and Former Research Scientist at The Ohio State University.
Highlights
🚀 Notes from the Field: Deploying AI with Clear Intent and Focus 🚀
As a CEO who speaks with the Customer Support leaders for a growing roster B2B technology organizations, I’m grateful to be privy to the evolving priorities of customer support teams. Here are the three major challenges that continue to surface in my conversations:
- Knowledge Fragmentation: Our teams often struggle with information scattered across platforms, making it challenging to provide quick and accurate responses.
- Lengthy Training Periods: It’s taking up to six months to fully onboard new support agents, delaying their contribution to the team’s efficiency.
- Enhancing Customer Interactions: Meeting rising customer expectations consistently remains a significant hurdle.
There's a palpable excitement around the potential of AI to address these challenges. However, there’s also cautious optimism about how seamlessly AI can be integrated into our workflows.
For example - one of our customers has already determined that on a given month, at least 10% of her team’s issues can be traced back to poor technical documentation in recently released product updates. Having identified the root cause, her team now makes it a practice to aggregate all similar cases/issues as they occur, using AI to identify similar issues, draft an appropriate response, and communicate a workflow to the team. Our customer has already seen a substantial improvement in time to resolution with this simple tweak.
It’s thrilling to watch our customers activate new use cases and dynamically improve the product simultaneously. Have you ever considered that relying solely on traditional methods could be holding your customer support team back? I’d love to hear your notes from the field. . .
#CustomerSupport #AI #Innovation #CustomerExperience #BusinessValue
Just back from #ZendeskRelate 2024 conference in Las Vegas, where I had the incredible opportunity to mingle with over 1,000 #CustomerSupport and #CX gurus! Among them were industry titans like Charles R. Coaxum, PMP, Gerald Hastie, and the distinguished SVP of Product at Zendesk Paxton Cooper.
We dove deep into the future of #AI in Customer Support—exploring everything from AI-powered customer experiences to how AI can streamline operations and enhance human interactions. The energy and insights were truly inspiring! ⚡
Check out my latest blog post for some key takeaways. [https://lnkd.in/eBfKceVr]
Join the conversation in the comments or drop me a DM. I’m eager to hear your thoughts on integrating AI into Customer Support strategies! 🤖💬 #CX, #knowledgeautomation, #notouchservice
